Date Received: 2022-01-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Additional information Hello I would like to know from Freedom Mortgage why won't y'all release my mortgage to the XXXX XXXX XXXX to refinance my mortgage. What are your reasons for not releasing my mortgage at this time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46268
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last year on XXXX we had trouble paying because my wife lose her job due to COVID and we spent our savings paying for all, we requested the COVID forbearance, we just skipped few payments on XXXX we approached Freedom mortgage, they said we qualified for refinancing and sent us some paper work we motorized and sent it back, the bank said the notary messed up the documents, they sent another one with another notary they received it XX/XX/XXXX In the process we kept paying monthly what they said we should pay with the refinancing, today XX/XX/XXXX that havent refresh our account, the system shows we are way far behind, the money we have been paying is on the payments history but it has not been applied. We have been calling every two to three weeks and they say sorry about that, they are getting behind but no resolution, I was reported on the credit bureau,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33179
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We exit the XXXX XXXX XXXX program in XX/XX/XXXX and have still not been unable to receive our final loan documents from aour approval on XX/XX/XXXX for the loan combo motification that we accepted. We have called multiple times and was assured that our denial of the loan modification that was approved on XX/XX/XXXX was accepted and that our acceptance of the XX/XX/XXXX loan combo was accepted and that we would be receiving those final documents in a few weeks. However on XX/XX/XXXX we received the same final documents from the XX/XX/XXXX loan motification which twe declined and we are still waiting for the correct loan documents to be sent out to us with a mortgage payment of XXXX in which we did accept this agreement. We told by several of customer care personnel to start making this new mortgage payment amount starting XX/XX/XXXX and that we will be receiving the new documents with in a few weeks. Each time we called we are told that the new documents will be sent out to us and we are still waiting for these documents since XXXX. Also, we were told numberous times that this have been escluated to a supervisor/management and to the underwriters We would just like to resolve this so that our mortgage will be back on track and we can move on with our lives
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: During the pandemic I missed a payment and entered forbearance. In XXXX I came out of forbearance and the company offered me a loan modification to get caught up with my missed payment! I made the three trial payments they required and now they are telling me I don't qualify and are trying to charge me late fees!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79932
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage ( FM ) mishandled my escrow account : In XX/XX/XXXX, FMrecorded & paid wrong amount for my homeowners insurance from escrow. Paid {$2700.00} to XXXX XXXX XXXX XXXX for my homeowners insurance from escrow acct ; correct amount due was {$1.00} XXXX. I caught the error in XX/XX/XXXX & contacted XXXX to fix it. They transmitted the correct policy amount to Freedom Mortgage of {$1900.00} & reimbursed me {$790.00}. In XX/XX/XXXX, FM sends annual escrow statement and it contains erroneous {$2700.00} payment used to calculate new mortgage payment. As a result, my monthly mortgage payment increases by {$140.00} as they believe there is a shortage. I contacted FM by email & direct message on XX/XX/XXXX of the error & please fix it as it caused my payment to go up effective XX/XX/XXXX. Received a reply it will be researched & reply by XX/XX/XXXX. Never heard back. On XX/XX/XXXX I called & was getting run around saying can't get answer til do another escrow analysis & now it's XX/XX/XXXX for next reply. I stated that was unacceptable as my next mortgage payment is due before then. Please give me to supervisor. Put me on hold for Escalation Dept and was on hold XXXX min when they disconnected my call!! I had to call back & go thru whole thing again. Was on hold another XXXX minutes before got to Escalation Dept. She tried to tell me I was wrong & we went back & forth until she brought the insurance department into call. Took another XXXX minutes explaining the error to them & finally they offered to request new escrow analysis on XX/XX/XXXX. I asked if that will be in time to be reflected in my XXXX payment & she couldn't say... I asked if I would be contacted of the results & she said I can just keep checking the website to see if it shows up and eventually will receive notification by mail. I was on phone from XXXX am - XXXX!! This is a recurring them with FM.. can't get someone to help that's knowledgeable, get a different answer each time you call, promises to reply by specific date go unanswered, employees try to tell you you're wrong & just wait it'll get fixed, no offer to provide a dedicated phone number for help when the problem doesn't get fixed by date indicated, no apology for the error, shouldn't take that long to correct an account error, no urgency or concern that my mortgage payment increases by {$140.00} a month because of THEIR mistake & no urgency to fix it!!! This company needs serious oversight & to be audited by investors XXXX XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX closing with a new mortgage company here in Arizona we had to work with Freedom mortgage again to find out the appraiser that Freedom used was never paid by Freedom. I paid XXXX for half of it. In closing on the new loan, I had to pay the full XXXX to the appraiser, this is disturbing to me. the Freedom charged me XXXX for a late payment that was waived and shows waived on my account. I also was charged 8 {$30.00} fees on my account which the customer service rep could not explain. they told me it was a shortage in the escrow. Now I found out the 8 {$30.00} charges were for the payoff requests. So, my new loan company only requested 1 payoff. Freedom never disclosed this to me or the new loan company. This is another misrepresentation. All of this is just another example of how they treat Veterans. This is also my second complaint with Freedom Mortgage. I started this refinance with Freedom in XXXX of 2021 and after 140 days they just canceled this refinance due to lack of information. this same information was given to the new mortgage company, and we closed in 4 weeks. no that all the dust has settled Freedom walks away unaffected. and I paid {$880.00} in fees and appraisals that Freedom should have paid. I would like Freedom to pay this back and apologize for this. I think Freedom should be investigated for these practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85213
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Since XX/XX/XXXX I have been requesting a review of our LVR to cancel our PMI requirement. To date we have received nothing but form letters with a box checked stating we have not met the required LVR. On XX/XX/XXXX we submitted another request with supporting documentation, on document from Freedom Mortgage showing their estimate of the value of our home along with a market comparison supporting that estimate from Freedom Mortgage. The response we received to our message on XX/XX/XXXX stated that additional research was required. On the same day Freedom Mortgage submitted the same form with the same box checked regarding not meeting XXXX. It is my understanding that mortgage lenders are required to automatically cancel PMI once XXXX reaches 78 %. We believe we have exceeded that 78 % and Freedom Mortgage has delayed ANY evaluation now for near 60 days. Looking for help from your agency to help us with this request to cancel PMI. In closing, we did NOT select Freedom Mortgage as our lender, Freedom Mortgage is our THIRD lender in LESS than a year to have purchased our loan!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 598XX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This bank has continuously misappropriate my funds. I made a payment of {$500.00} on the principal in XX/XX/2021. They took the money and misapplied or hid or stole my money. Ive called on nervous occasions and even filed a claim already and they are denying this. Im asking for {$250000.00} to be taken off the mortgage this is not the first time they have done this and I will file a complaint each time. They have discriminated against me and stole my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern : My name is XXXX XXXX and I am stressed. My mortgage was previously serviced by Freedom Mortgage. Upon loss of income due to not being able to work during XXXX XXXX I kept the dialogue open with Freedom Mortgage to inform them of my current financial situation and I was placed on a forbearance plan. As I started working again, I immediately contacted Freedom Mortgage to tell them I would like to resume making payments on my Mortgage. Freedom then reviewed and decided that I qualified for a Covid Relief Loan Modification and offered to bring down my interest rate from 5 % to 3.125 % ; and my principal loan balance would remain at {$200000.00}. I accepted these terms and agreed to begin making payments on XX/XX/2022. I called Freedom Mortgage today XX/XX/2022, to inquire about getting my declaration page for the forced placed insurance and asked where to send my new homeowners insurance information because I was paying forced placed insurance at a premium. It is then that Freedom stated that they did not have any information regarding my loan because the mortgage has been serviced released. They stated that my mortgage was transferred over to XXXX Mortgage and was sold. I was never notified of any such transfer, and I was not notified prior to any change. I was not provided any notice or any information or correspondence from Freedom or XXXX. I never even heard of this servicer. Freedom provided me with XXXX phone number and stated that I needed to call them because Freedom no longer has any information regarding my mortgage loan. I immediately contacted XXXX, and they were rude to me, and did not have any information on file for me after I pressed, they transferred me over several times, and stated that they could see that my loan was transferred, but they dont have any additional information. I asked them whether my Principal Loan balance would remain at {$200000.00} and interest rate at 3.125 % as agreed to by Freedom, they stated that it should be the same. I asked them where and how to make my payments and they stated that they could not provide me with any information, so I needed to contact Freedom Mortgage. I explained to them that Freedom Mortgage stated that I needed to contact XXXX and provided me with their contact information because Freedom did not have any information, they stated that they would have someone from their management team call me back, but they did not even have my phone number, they did not have the most basic information regarding me or my mortgage loan, but instead provided me with general boiler plate responses. I am beyond frustrated and right when I thought that I was getting my life back together during this pandemic Freedom and Rushmore are operating like loan sharks, refusing to allow me to pay my loan, under the terms already agreed to, and refusing to provide me with additional information, such as where to make the payments to. I am sick and frustrated by this gross misconduct. Please assist. If you have any questions or need any additional information, please do not hesitate to contact me at ( XXXX ) XXXX or by email at XXXX. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33161
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Late last year Freedom Mortgage purchased my loan from XXXX. The loan is a 30 year fixed VA loan. Initially there was no issue with the account. Then in XXXX I got a paper statement that included someone else 's name instead of my spouse. I have no idea who the person is, its just some random person. I contacted Freedom Mortgage and they claimed it " was a typo ''. That is ridicules on its face since no one is typing anything into these statements. I told them that wasn't an acceptable answer because the presence of the name mean that somewhere in their computer system this oper person had been attached to my account. They brushed off my concerns repeating over and over that it was a typo. A representative promised to look into and call me back. They never did. Today I received my Form 1098 and my XXXX bill and low and behold, the name is still on there. Now I have a fraudulent IRS form. I called Freedom again today. They blew me off again. They have promised to send me a new form but in the mean time they have locked my access to my account over their web site. I have no way of knowing if they are going to submit a corrected from to the IRS so I have to worry about my tax return being flagged for fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20110
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A