Date Received: 2022-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced with Freedom Mortgage starting in XX/XX/XXXX. On XX/XX/XXXX, I submitted a letter to Freedom Mortgage from XXXX XXXX Appraisal District stating that I am exempt from Property Taxes effective XX/XX/XXXX due to me being 100 % service-connected veteran. I live in XXXX XXXX and also pay taxes for XXXX XXXX ( school taxes ). Both counties have me exempt and my property ID is the same for both counties. When I contacted Freedom Mortgage after sending the letter I was told it would be effective XX/XX/XXXX and I would see a change then. On XX/XX/XXXX I contacted Freedom Mortgage to notify them that I was still paying property taxes beyond XX/XX/XXXX ( which should be the only month ). I did receive a refund check sometime during XXXX for approximately {$1700.00}, but still continued to pay my full mortgage with property taxes. When I contacted Freedom Mortgage on XXXX XX/XX/XXXX ( I spoke with XXXX in customer service and XXXX in the Property Tax Division ), I was told I was only getting a partial exemption and not a full because they had just paid approximately {$900.00} plus dollars to the two counties for my properties taxes. Where is the other monies that I paid? I was told an Escrow Analysis would be done with a completion date of XXXX XX/XX/XXXX, but one was not done. I proceeded to call again on the XXXX XX/XX/XXXX, speaking with XXXX ( ID number XXXX ) and told that an escrow analysis was not done, but that she would submit one. I also spoke with XXXX in the Property Tax Division. I told XXXX it shouldn't be this hard to get my account taken care of. She said Unfortunately it is.My husband proceeded to call after the XXXX and was also told something was being done. Nothing again. I called ad spoke with XXXX from Customer Service asking how I can get my property taxes removed from my Escrow and she stated that I would have to wait a year since its a VA loan before it could be removed. I called on XXXX XXXX and asked to speak to a manager. I was put on the phone with XXXX in the Property Tax Division. She stated that my letter stating that I am 100 % exempt from property taxes and she said that letter wasn't good enough that I would need a letter from both counties saying that I'm paying {$0.00} dollars. I called XXXX XXXX and they stated that they don't write letters like that only that a veteran is 100 % and exempt from property taxes. XXXX XXXX is sending me a letter even though its the same property ID. I called back to the Freedom Mortgage Company to let them know what the counties said. I spoke with XXXX in the Property Tax Department. She said a case would be reopened and that Freedom Mortgage researchers would contact the two property tax offices to verify my tax exemption status and would be complete by XXXX XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78154
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 company services my mortgage loan. On at least eight occasions I have attempted to make payments on the principal. The company has hind, lost and or rejected payments on the the principal even though I paid up to date on the mortgage. In XX/XX/2021, I made a payment to this company of {$500.00} to be applied to the principal only. This was made over the phone and the representative said it could be done. ( I have the XXXX XXXX XXXX statement showing this ). The company is now saying that this payment was never made. I have proof of the payment. The company is constantly misappropriating my funds. I find that they discriminate against me and my mother. I have constantly had issues with them over payments, fees, and made up changes. They have hindered me from paying on the principal. I have documentation showing various misjustices that they have done.
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: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We were exiting our forbearance plan and paying the exact amount needed to bring our, mortgage current in XXXX XXXXas stated by freedom mortgage.Freedom mortgage received the payment on XXXX XXXX XXXX for XXXXThey also received a check for XXXXbc at the time our account statement showed a negative balance on our escrow of XXXX and the XXXX. company we used to access our equity ita their policy to have us us e any proceeds to make sure our mortgage accounts are current.I spoke to a customer service representative at freedom mortgage and explained the pay net situation prior to them receiving the checks and was told after the XXXX was paid that we would be able to receive a refund for any overages in our escrow account after an analysis was XXXX XXXX XXXXEscrow analysis comes out claiming we have a shortage and our payments will be going up again.We contact freedom mortgage they claim they had not received the checks.My wife and I both contacted freedom mortgage multiple times in the end of XXXX and was told something different by each representative we spoke with.One representative from freedom mortgage said it was a large check and they take awhile to process.Another stated that they received them too late in the month to show on our statement.We assumed everything would be fine untilXX/XX/XXXX escrow analysis came out .Not seeing our payments of XXXX and XXXX being reflected and our payment going up after we thought we just brought our mortgage current with all the money we had was so stressful on our family along with the XXXX of going into foreclosure was causing us to become physically ill.We were u Der the assumption any payment Made in full would be credited when I t was recieved.We immediately request a new analysis be conducted only to be told they had not received any payments.The level of stress was now causing tension in our marriage which was affecting our children and our lives dailyXX/XX/XXXX A statement for our mortgage account shows the payments in suspense and being received in dec.we finally get someone to set up a new escrow analysis for XXXX XXXX.I call on XX/XX/XXXX and told it will be another week.i request to have our escrow our overage sent back to us immediately claiming the errors on freedom mortgage with our account and a request is put in to have our XXXX check sent back but nothing happened.XX/XX/XXXX they finally managed to get an escrow analysis done showing our overage after our cushion was XXXX.we were told we had to pay XXXX for them to release our payment.We told them we didn't have it and we shouldn't have to pay XXXX to recieve our check they got the checks in XXXX. They should have been credited in XXXX. XX/XX/XXXX escrow analysis should have reflected the payments and we should have received our refund.freedom mortgages accounting errors belong to freedom mortgage Not their customers.They held onto our escrow money knowing it was an overage .the new statements they posted to our account dated XX/XX/XXXX in the section labeld paid previous month they show the payments for XXXX and XXXX yet the statement shows date received XXXX XXXX is that possible.The financial strain and stress of feeling like me were being forced into forcolsure is ruining our lives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85201
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX of XXXX our home was foreclosed on. For the past 2 and 1/2 years we have worked hard to improve our credit pay off any debt and make ourselves trustworthy again. Because of freedom mortgage we have not been able to obtain a new home loan. My husband is a VA eligible borrower and because freedom mortgage is reporting the account paid off in closed XXXX of XXXX instead of XX/XX/XXXX of XXXX when we were evicted. We have not been able to obtain a new mortgage on a new home we are trying to purchase. We take full responsibility and acknowledge the foreclosure. It happened due to circumstances beyond our control and we wish we could go back and correct the issue before the foreclosure took place. Unfortunately that is not the case and we must deal with the repercussions, but we ask that information be reported properly to the bureaus. We have filed various disputes asking for the dates to be corrected. And to show the last account reporting date reporting information and close account dates to be based on the date that the home was purchased by a new buyer which is XX/XX/XXXX. Reporting the account close in XXXX of XXXX is unacceptable unprofessional in a blatant lie. The account was and should be reflecting as closed out in XXXX and although we have tried various measures to correct the issue freedom mortgage has been difficult and unable to assist us and legally I believe they should not be able to do this We were asked to move out of our home in XXXX because the home was sold there should be no other legal stands for them to report anything after that date I have documentation showing when the property was sold, As well our eviction notice stating that the home was sold. All we're asking is for a credit reports to show the account closed date and last reporting date of XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX, I applied for Covid Forbearance- I'm XXXX, and a XXXX XXXX XXXX That were oit able to pay rent- BUT I NEVER USED THE FORBEARANCE- all Payments On XXXX XXXXFreedom Mortgager ADDED {$49.00}, XXXX to my Loan Balance MY CREDIT SCORE DROPPED XXXX POINTS!!! I BORROWD NO MORE MONEY On XX/XX/XXXX I was able to get through to Freedom Mtg Customer Svc and Report the error- The Clerk on the phone saw it, said " XXXX '' and Escalated the complaint For te Next Week Freedom Mortgage denied the error was made On XX/XX/XXXX, I spoke to a Representative in the COVID Response Team that said " Oh Disd yiu not get the memo, a system error added balances to many COVID Relief Customer in error '' She directed me to the credit report where -- On XX/XX/XXXX XXXXwastaken off my loan balance... Two things ; If you Notice, there is a Difference of {$320.00} From what they added to my Loan Balance an whst was Credited Back AND MY DECIMATEDCREDIT SCORE, AFTER A MONTH is Unchanged!!! I've Sent Freedom Mortgage 6 Email requests, through their Client Portal, ti correct their errors, no response! Please Help! PS. Oh and, todsy, I notice on the Credit Report- Freedom Mortgage is reporting my Mortgage Balance has increased {$400.00} AND that my payment status has changed w a Derogatory for late payment history- I HAVE NEVER MISSED A MORTGAGE PAYMENT! ( nte, at one point there was an escrow discrepancy, that Freedom Mortgage recorded as a missed payment, I was Told that was corrected-, zt the time APPARENTLY NOT
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 241XX
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received several forms and letters from Freedom Mortgage. I was told a notary public would arrive at my home to sign loan modification documents and I should begin making payments XX/XX/XXXX. The full mortgage payment was paid XX/XX/XXXX. Since I signed the document on a weekly basis I either receive a call or a letter that I owe for XX/XX/XXXX. I consistently advise the customer service agents that call me for over due payments that this is not correct and please review my account. I am then advised that my account is not updated and will be updated soon. On XX/XX/XXXX I received another call from from freedom that I owe for XX/XX/XXXX. I told the rep I paid that mortgage. She said to me that amount was applied to my XX/XX/XXXX mortgage. On XX/XX/XXXX I received a letter that I owe over {$5000.00} I have tried effortlessly to fix this issue with Freedom. I am given the same answer each week. The answer is the system needs to be updated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11520
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Headline : Mortgage XXXX sells mortgage in the middle of a contract to sell property This letter is attended to submit an official complaint of my current experience selling my property. Mortgage managed by Freedom Mortgage, XXXX, XXXX. Im a XXXX and previous homeowner of the residential property address listed above. I listed my property for sale XX/XX/XXXX. The property went under contract to be sold on XX/XX/XXXX with a target closing date of XX/XX/XXXX, which later was delayed to XX/XX/XXXX. I notified my mortgage company in early XXXX of the pending contract and advised them that the property would be sold and potentially closed by XX/XX/XXXX. The customer service representatives stated that they recorded the information of my listing and intent to sell the property in the notes. I continued to receive calls from Freedom Mortgage related to other matters and I continuously stated to them multiple times that the property was under contract and will soon be sold and closed. I reached out to Freedom Mortgage on XX/XX/XXXX for a payoff quote for the mortgage which they provided, and I submitted that information to my real estate lawyers office the same day. On the closing date, XX/XX/XXXX, my real estate lawyers office informed me that they called my mortgage company ( Freedom Mortgage ) to send payoff funds for the mortgage as intended with the sale of the property and Freedom Mortgage would not accept the payoff as they stated that they sold the mortgage effective XX/XX/XXXX to XXXX XXXX mortgage company. I was puzzled, as I was completely unaware of their intent to sell the mortgage, especially after I notified them several times that the property was under contract and prepped to be sold. I reached out to Freedom Mortgage to confirm that they did indeed sell the mortgage, and they stated that they sent several letters to notify me of the sell, which I missed due to the process of moving my entire family and our belongings out of the home over the last several weeks prior to closing. My lawyers office also contacted XXXX XXXX mortgage and they stated that the transfer of my mortgage data/account had not yet been processed and they couldnt receive the payoff funds either, nor did they give a feasible solution to complete the transfer of funds. It is now XX/XX/XXXX, and XXXX XXXX mortgage has not yet processed my account to accept the payoff. In short, I requested and received a payoff from Freedom Mortgage, that they then sold or transferred, and both companies have refused to reissue a payoff and let us ( myself and my lawyers office ) know where to send the payoff funds. This is completely unacceptable on many fronts and there is negligence of service shown from both mortgage companies in this regard. Neither mortgage company appears to have taken into account that my property was under contract as they made their own deal to sell/buy my mortgage and both companies have refused to service my mortgage via payoff. After many hours on hold while contacting XXXX XXXX mortgage, I was told today that it may take 7-10 additional business days to process my account to complete the payoff after it has already been 7 days since the sell of the mortgage. This delay, lack of attention to detail, and incompetence is disrupting me and my familys ability to purchase a new home as my lawyer can not release my proceeds from the sell to me without confirmed payoff transfer. This has created much hardship for my family as we are temporarily living with my in-laws and may lose out on multiple homes listed for purchase in a VERY competitive market due to these ridiculous delays. I cant express the frustration that this is causing and the lack of empathy and or help from both mortgage companies in this matter is appalling. My hope is that your organization can help me to escalate and expedite this process to complete the transaction as intended. Anything you and your team can do would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06484
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My family went into a Covid 19 forbearance with Freedom Mortgage. It was supposed to end on XXXX XXXX. I called in XXXX to get information on refinancing options and she wanted to review them. At the time I was not available to dicuss the options. Since XX/XX/XXXX there was no communication until XXXX XXXX. I received a letter dated for XXXX XXXX that stated we were in default for {$46000.00} with a {$15.00} fee a and {$2.00} Less amount in Suspense. I then called to ask why I was'nt notified when we will be coming out of forbearance and why was not I given any options on how to exit. She stated they don't have to that is not how forbearance works and they were waiting on me to call them. Now i have to do it manually and it will take up to 30 days in the meantime they will report to the default to the bureaus. This mortgage company is going to use this tactic to force families into foreclosure. You have to catch it before people loose their homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My XXXX was a XXXX Veteran who was exposed to XXXX XXXX and passed with XXXX in XXXX. Because he was 100 % disable I am entitled to all of his benefits. I have a XXXX XXXX with Freedom Mortgage. We have never missed a mortgage payment in XXXX years. I received a call from Freedom Mortgage asking if I wanted to do a XXXX XXXX. I advised them I did not want to do a streamline however, wanted to do a refinance cash out, because I needed to replace the furnace, remodel the kitchen and other upgrades. I asked what the minimum XXXX XXXX was for a XXXX refinance and was was told XXXX. They ran a hard credit pull and my score was XXXX. I was told I qualified. They told me they would complete the application and get back with me with terms, interest rate, etc. The next day I received a call stating I did not qualify because even though I met the credit requirements, debt to income ratio, etc., they were not doing cash outs for XXXX XXXX because XXXX XXXX are considered " at risk ''. I am XXXX XXXX years old and an XXXX American XXXX and I think they denied my loan based on my XXXX and XXXX. I received a denial letter today which list the reason for denial as " ineligible applicant ''. I called Freedom Mortgage requesting a clarification to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage raised my mortgage {$700.00}. I called and said i would like it to be the orginal amount, I said I understood that there was an escrow shortage I would like to pay that. I was instructed to send {$8400.00}. After 2 weeks my mortgage did not change I called Freedom again. I was told I was given " bad information '' that they would refuind the {$8400.00} and I needed to pay {$4300.00} and my mortgage would be adjusted to XXXX Not the orginal amount but it was better than {$3700.00}. I have spoken with the company for over 6 weeks but I have not gotten my {$8400.00} back. They keep saying sorry but at this point I really need that money. I have paid Freedom over {$15000.00} in XXXX. First they said that they are going to send the money electronically, then i waas told they are sending a check. They take their money in less than 24 hours. I have been waiting over 1 month for my refund. They keep saying a check has been sent but I never recieved it. I think they are lying at this point. They are XXXX XXXX and completly uninformed. PLEASE PLEASE help me get my money back. I have done everything they have asked me to do. They keep asking me to wait, and I wait
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07747
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A