Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX : Freedom Mortgage made an erroneous payment in the amount of {$3700.00} for " Hazard Insurance '' for a policy unrelated to my mortgage or account in any way. According to Freedom 's representative, this disbursement was made in error and resulted in a negative escrow balance, subsequently creating an incomprehensible statement. Subsequently, Freedom asserted that my account was deficient by {$7400.00}, while I was at all times making regular mortgage payments and a single payment of over {$7000.00}. XX/XX/XXXX : A RESPA QWR was sent to Freedom Mortgage by my attorney, seeking an audit of my account and disputing the arrearages asserted by Freedom. Freedom subsequently sent an initial response, stating that they would provide the requested material as soon as possible. By XX/XX/XXXX, Freedom had not provided any additional information or made any further contact. XX/XX/XXXX : A second RESPA QWR was sent to Freedom Mortgage by my attorney, citing Freedom 's failure to respond and restating my request for the information sought and my dispute of the asserted deficiencies. XX/XX/XXXX : Freedom has failed to provide any additional response or communication. Freedom has further lock me out of my online account and continues to send mortgage statements showing a {$7400.00} deficiency.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 628XX
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is held and managed by Freedom Mortgage Company who has mismanaged my PMI account with XXXX XXXX. My loan terms set PMI at XXXX a month. Freedom Mortgage took my loan over in XXXX of XXXX. My first payment was due in XXXX of XXXX. Freedom Mortgage paid my PMI of XXXX in XXXX of XXXX, then did not pay again until XXXX of XXXX. Then XXXX and XXXX PMI of XXXX was paid for each month. Then in XXXX of XXXX, Freedom Mortgage paid XXXX out of escrow toward PMI. Since only XXXX and XXXX of XXXX PMI was missed, they refunded my escrow account XXXX. Then in XXXX Freedom Mortgage took another XXXX out of escrow toward PMI and nothing in XXXX of XXXX. On XX/XX/XXXX, Freedom Mortgage took another XXXX for PMI and another XXXX for PMI on XX/XX/XXXX. That said my PMI should be paid through XXXX of XXXX ; however, their team is providing misleading information about my PMI payments and how much they have taken. Freedom Mortgage also provided escrow statement with inaccurate information that does not mirror my statement or payment history. Their team members on the phone have acknowledged that they took too much out in advance for PMI, which made my escrow account appear too low, causing my monthly payments to increase, but now loan is being sold, so they aren't sure anything may be done. This has been an ongoing battle since XXXX of XXXX and I would like either of the following to occur, PMI statement showing paid through XXXX of XXXX or refund to escrow account for XXXX. PMI XXXX XXXX said I am paid through XXXX of XXXX, but Freedom Mortgage says all PMI checks have been issued and they can not void to refund escrow, nor are they sure that they can put it in writing to new loan servicer that PMI is paid through XXXX. I need help, they have had me speak to countless employees, sent numerous emails, waited on hold extended periods resulting in average call duration of an hour with every attempt to seek a resolution, all to get no where. They have stolen money and I need your help to get it back or obtain proof PMI is paid and not due until XXXX of XXXX. XXXX XXXX who hold PMI certificate says their agreement is with Freedom Mortgage so they can't provide me with documents to reconcile XXXX or XXXX PMI payments. As a consumer, with rights and protection, I need documentation from both parties to get this matter resolved and my escrow account corrected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85335
Submitted Via: Web
Date Sent: 2022-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My original loan servicer XXXXXXXX XXXX sold my loan to Freedom Mortgage in XX/XX/XXXX. In XXXX my loan was approved for a forbearance program thru XXXX. I was able stop the forbearance and request a XXXX XXXX XXXX in XX/XX/XXXX. My trial payments started in XXXX. First 2 payments were made on time with XXXX and final with Freedom in XXXX. I was told then by Freedom that I would receive documents in the mail from Freedom in regards to my modification and to not make payments to the loan until that information was completed. It is now 5m later and I still have gotten no where with the modification. I call several times a month for updates and am always given a different answer. The first 2 months they stated there was a delay due to the number of modifications needed and accounts they had purchased. Then I was told they were working on items being sent out to me via fed ex. Last month I was told they had just received the approval documents from XXXX and that the underwriters should have information out to me shortly. Now today I called and being told they don't have a approval from XXXX and the underwriters are still waiting for that information. When asked to talk to a supervisor I was then put on hold for 20min and a rep came back to tell me that they don't have any documents in regards to a modification and a packet needs to be sent out to me and that I was not able to talk to anyone. A supervisor would call me back within 5 business days. All I want to do is get this loan cleaned up from the mess Covid made and start making my payments as needed. Every time I call it seems I'm constantly getting a different answer and things are going backwards with no end in site.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 560XX
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When my loan was transferred to Freedom Mortgage from XXXX ( XXXX Mortgage ) my payment went up about {$100.00} a month. Freedom says they have a bill from XXXX XXXX, that my taxes are {$270.00} a quarter. I'm a 100 % XXXX veteran, therefore my taxes with XXXX XXXX are only {$92.00} a year. I've verified that with XXXX XXXX XXXX on line prior to writing this email. That was paid in full on XX/XX/XXXX. Therefore I'm now paid in full on taxes until XX/XX/XXXX. Therefore, I have no idea why my payment has gone up {$100.00} a month or why Freedom Mortgage thinks then taxes are {$270.00} a quarter. XXXX in servicing was awesome, I spoke to a lady in the tax department and she was awful, even hung up on me. Thank you in advance for your help! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: According to Freedom Mortgages FAQ page, addressing the amount of escrow that " may '' be required, is as shown on their website, What is a min escrow balance : " The actual amount of taxes and insurance paid may be higher than were estimated. To ensure the escrow account has sufficient funds to cover the amount of the bill at the time of payment, you may be required to keep a minimum balance in your account at all times. The minimum balance varies by state but will not be more than two months of your monthly escrow payment. '' ( copied from https : //www.freedommortgage.com/frequently-asked-questions? XXXX ) Each year I am sent a letter advising me that my escrow is increasing due to a shortage. However, there is three sometimes fours times as much as required. Last year I finally was able to get them to give me some of the abundance that has accumulated. I ended the year with more than {$600.00} in escrow, I have more than {$800.00} now, and with no payout until XXXX. Please tell me why my escrow need to increase, and therefor my house payment? Why are you keeping 3.5x 's the amount needed in escrow?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 301XX
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan was in Covid19 deferment through XX/XX/2021. Now, they are demanding all of the payments due at once, a total of {$55000.00}. My latest bill says that I am 657 days delinquent on my mortgage, as though there was no deferment and I simply made no payments. I have submitted paperwork for assistance 3 times and was told after the first two times that they had not received anything, even though I received a confirmation email from their system. I do not understand how it can be considered a deferment and still show as delinquent payments for the entirety of the time period.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2022-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I sold my home at XXXX XXXX XXXX XXXX XXXX, Ky XXXX and closing was on XX/XX/2022. It was financed with a VA mortgage through Freedom Mortgage. I am due the balance of my escrow account of approximately {$1100.00}. After 3 weeks I have still not received payment and each of the three times I have spoken with a representative from Freedom Mortgage I get a different vague explanation of why I have not received payment. My Freedom Mortgage Account number is XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 400XX
Submitted Via: Web
Date Sent: 2022-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My property ( which has now been sold ) was transferred from XXXX XX/XX/XXXX XXXX Freedom Mortgage on XX/XX/XXXX. At the time of transfer there was a negative balance of {$39.00} in my escrow. I made my regular monthly mortgage payment for XXXX to Freedom Mortgage. Toward the end of XXXX I was offered a lower interest rate to refinance my loan which I accepted and the refinancing took place on XX/XX/XXXX. In XXXX after continuing to contact XXXX concerning the refund for property taxes I had paid instead of them, I was informed that on XX/XX/XXXX they had sent by wire a refund of {$540.00} for the property address located at XXXX XXXX Ct, XXXX, Alabama Parcel Number XXXX ). I then contacted Freedom Mortgage and was transferred to their third party billing for Freedom Mortgage who after 50 or more days acknowledged receipt and said that the refund had been turned over to Freedom Mortgage. I have been put off concerning this refund with the message to call every 45 to 50 days. I sold the property on XX/XX/XXXX and XXXX and XXXX paid the property taxes for the closing that was set for XX/XX/XXXX. Afterward I received notice from Freedom Mortgage that they had paid the property taxes when they disbursed the balance in my escrow account. I contacted them and was told to give them 50 days to research and verify they had receive the refund from XXXX XXXX XXXX. I gave them another 50 days and still have not received the tax refund for the prior tax year nor for this tax year that XXXX and XXXX has paid. I am seeking to get my refunds for the tax years owed to me. I was informed by the tax department that a refund has been sent back to them from XXXX XXXX commissioner for the property taxes. But no refund has been processed for me. I previously filed a complaint with the Better Business Bureau but nothing came of it. .
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32539
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hi All, I can't afford to paying mortgage. If you any option to get help please provide that information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07522
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My Husband who is the Veteran passed away very unexpectedly at XXXX years old. We have two young children who at the time were XXXX and XXXX years old. I his wife, have been struggling to make payments. Just last month I began to receive the Veteran benefits. I can make the payments now but Freedom Mortgage will not work with me. I sent them documents they requested XX/XX/XXXX. I never received a letter with a direct contact in regard to my financial hardship. I would call and get a different customer service employee and see what else I needed. It was always a different person and at times they would say there was nothing they could do. I reached out to a friend that is helping me now. XX/XX/XXXX We called Freedom Mortgage together to request the auction be postponed asked for a the loss mitigation forms. They said it was out of their hands. Then we asked if they received the documents I had sent. They representative finally found them and we begged for help. I am not on title or the loan. I just have a letter that my husband wrote. She told us to do a loss mitigation package which was what we want in the first place. We couldnt get one online due to the account passwords being my husbands. He handled all the bills. We called back XX/XX/XXXX the representative now said we need to do a successor in interest. We requested again that they please postpone auction so we have more time. She said they cant. I said I can make a payment now and they said I would have to pay XXXX. I dont have any money jus t now my VA benefits. And they cant email form or FAX it. It has to be by mail. They were suppose to send the form so I could get auction postponed and save my home. It still has not arrived today XX/XX/XXXX. The first representative mislead me. I told her everything. I can not afford a lawyer. I need help. This is the only home my children and I have. I am very scared for our future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93702
Submitted Via: Web
Date Sent: 2022-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A