Date Received: 2022-01-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have had several issues with this company. When my mortgage was transferred to this company there was suddenly a discrepancy in the escrow and tax that was never an issue with the previous 3 companies. My payment went up significantly and I was given the option to refinance. I did that process 3 times and each time I was told there was nothing to close only for it to change multiple time every single time. There has been a reoccurring issue with communication between the departments. On one occasion i was told 5 diffrent things in a single day and thought the appt was set up to close. On the day of i find out that it was noted on the account but never entered in the system. At this point after trying to fix it i asked to file a complaint and was told to call in to the legal department only to be told there is no legal department and they refused to give me the information for corporate. I found it on my on and called and was hung up on several times. No can answer for all the issues with the escrow or for the issues for closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29445
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My VA-backed mortgage was current prior to entering a COVID-19 forbearance on XX/XX/XXXX. Freedom Mortgage did not report the account as current for several individual months during the forbearance ( in effect until XX/XX/XXXX ). The status states " current, paying as agreed '' but for individual months, they have not reported any data except for a negative remark : " PDE : Payment deferred '' for XX/XX/XXXX ( XXXX ). XXXX XXXXXXXX XXXX show no reported information aside from the negative remark, yet XXXX ( still in the forbearance ) was reported as current. I also received a letter in the mail dated XX/XX/XXXX stating " we are concerned about your recently missed payment, '' and includes a loss mitigation packet detailing foreclosure. There is not data showing for XX/XX/XXXX yet on my credit report, so I don't how if they've reported a missed payment. This was while I was still in COVID-19 forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My escrow balance is more than needed. My property taxes have gone down by {$700.00} and the company will not review my escrow balance / conduct a new escrow analysis until next XX/XX/2022. I think this is too late to be taking more money from me than needed to fund an escrow balance that will not be needed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53213
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I received and signed my CARES ACT forbearance agreement. We agreed on moving our 18 deferred payments ( option XXXX ) to the end of the loan with no lump sum payment. On XX/XX/XXXX I received a bill for {$26000.00} dollars from FREEDOM MORTGAGE then they filed with Credit companies that I was late. I documented all conversations with them. We were also required to submit a new username password at the beginning of XX/XX/XXXX. After following instructions we have been unable to get access to our account ... ... including past communications. I talked to their IT department and I was told the situation had to be escalated to the next department and it would be two weeks then they would call back. That was over two weeks ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Refinanced my VA loan on XX/XX/XXXX for {$170000.00} with payments around {$1300.00} mo. Started COVIDXXXX19 Forbearance, XX/XX/XXXX. Current on payments when I started forbearance plan. Continued making payments during forbearance period, loan sold by mortgager to Freedom Mortgage in XXXX of XXXX. From XX/XX/XXXX to XXXX XXXX XXXX payments were made including XXXX trial payments. Loan modification offered by Freedom Mortgage for {$170000.00} despite over 5 and half years of payments. Contacted VA case manager months ago without response, called main number but no return contact despite being told I would. I received a 100 % total XXXX rating from the VA XX/XX/XXXX, and filed for tax exemption with XXXX XXXX. I was provided a letter from XXXX XXXX, and application with time/date stamp. Contacted Freedom Mortgage to update modification offer with new monthly payments since tax exemption was approved. Spoke with tax office and customer service rep. and was told it would take XXXX business days to update the info., send a tax refund for XXXX - XXXX XXXX ( backdate ), and send a new modification contract. I've contacted them multiple times since then and was told the issue was being sent to the research department. No XXXX contact received and deadline for the modification we had was XX/XX/XXXX, as well as payment. I contacted tax office again a couple of days ago and was told the XXXX XXXX office had messed up. I asked if they'd contacted but they said no. I asked if the documents they had me fax on XXXX XXXX were available. They said they never received any fax. I uploaded the documents online via their website which I was advised against the first time. I asked the Freedom Mortgage rep. for guidance, how much is my monthly payment amount since I was tax exempt, when I would receive a new modification contract, etc. I was told they didn't know but would send a request to the research department ( again! ). We have XXXX children and are concerned about our home now. 100 % XXXX Veteran not receiving tax exemption from mortgage company despite XXXX XXXX 's approval of exemption status and documents provided. CARES ACT violations regarding payments during forbearance, credit reporting errors, and new modification issues.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76205
Submitted Via: Web
Date Sent: 2022-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unfair and deceptive practices from my mortgage service provider - Freedom Mortgage I was a customer of XXXX XXXX since XXXX. My loan was sold to Freedom Mortgage sometime in XXXX. In XXXX of XXXX I refinanced my loan with Freedom Mortgage. On XXXX XXXX I received an updated escrow analysis ( attached ) that claims that I have an anticipated shortage of {$5300.00}. Having refinanced with this same company because I wanted to lower my monthly payment this was a surprise to me. I certainly could understand a slight increase in my taxes and would have understood a shortage of a few hundred dollars. But as I reviewed the escrow analysis I noticed that the projected City tax was the same amount ( {$5000.00} ) as the prior year. A shortage of $ XXXX had me perplexed. My first call to Freedom to challenge the escrow analysis was on XX/XX/XXXX. I requested additional information as to how my escrow payment could almost DOUBLE every month. Between XX/XX/XXXX and XX/XX/XXXX I have spent 25 hours on the phone with freedom mortgage customer service colleagues. My first few calls got me nowhere. I was transferred to dead ends after waiting on the line for multiple hours. Agents continued to say that my escrow shortage was accurate. Understanding that there is no logical way that my tax/insurance disbursements would result in a $ XXXX shortage I kept calling. Finally I threatened to report this matter to XXXX XXXX XXXX XXXX if not resolved. I received a call immediately on XX/XX/XXXX. I was told that my shortage would be researched and a request to change my city tax disbursements from Annually to XXXX would be submitted. The root cause of the problem is plain and simple. I would not have a shortage if they had continued to pay my taxes quarterly. On XXXX XXXX I was notified that my request to have my taxes paid quarterly was denied. I was told that a third party provider of Freedom Mortgage called XXXX XXXX who is responsible for my tax/insurance disbursements will not change my disbursement from annual to quarterly because of the {$40.00} a year in savings I would receive if my taxes were paid annually. I was told that this is in the customers best interest. In what world is me paying an additional {$440.00} A MONTH to save {$40.00} a year in an annual premium, in my best interest? This is a deceptive practice used by a shady mortgage servicing company to try and get my money into their possession. To explain my case I have provided my own escrow analysis. A few points to understand. My City taxes were paid in the amount of {$5000.00} in XX/XX/XXXX by Freedom. Therefore I am paid through XX/XX/XXXX. Escrow balance as of XX/XX/XXXX ( including my XXXX payment ) {$1400.00} Monthly payment ( prior to XX/XX/XXXX escrow analysis ) Principal & Interest {$1400.00} Escrow Payment {$520.00} Total Payment {$1900.00} As stated in the XX/XX/XXXX escrow analysis. Below are my disbursements Fire Tax {$170.00} per quarter ( XXXX, XXXX, XXXX, XXXX ) Homeowners Insurance {$1300.00} annual premium paid in full. Next due XX/XX/XXXX City Tax {$5000.00} ( paid in full XX/XX/XXXX ) The attached XXXX doc is designed to explain how if Freedom Mortgage were to pay my taxes quarterly, There would be one instance over the next 12 months where I would not have the sufficient funds to cover the minimum escrow balance required per Freedom Mortgage ( {$1100.00} ). This one instance would be in the month of XX/XX/XXXX after quarterly City tax and annual homeowners insurance was paid out. My escrow balance, after XXXX disbursements would be {$1100.00} and I would be {$51.00} below the required minimum account balance. Note- My analysis assumes I make my minimum payment ( {$1900.00} ) timely. With {$520.00} applied to escrow each month.
Company Response:
State: RI
Zip: 02864
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We refinanced our VA loan that we had with Freedom Mortgage. We had an existing loan with them. In our Escrow account we had {$2100.00} at the time of refinance. We were told that balance would be transferred into the new loan. We were concerned because our taxes were due in XXXX, and we did this refinance in XXXX. I was assured by everyone we spoke to that the money would be transferred. Well, the loan closed, and the money was never transferred. I started calling in XXXX. Was told by numerous people the balance was in our account and would be transferred. They paid taxes our account the showed a negative {$1800.00}. We called several more times and sent emails. Never a answer always told someone would get back with. Freedom Mortgage has the worst customer service. No one ever gives you an answer. They transfer you to someone else or hang up on you. Also, very unprofessional when you hear babies crying and dogs barking in the background. That tells you the people you talk to do not know what they are doing. This process was supposed to save us money but will cost us more. We will have to pay the negative amount in the escrow account, or our payment will go up by several XXXX dollars. It has been a mess and continues to be. I would not recommend Freedom Mortgage to another veteran.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 975XX
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a USDA loan that is being serviced by Freedom Mortgage. I have a foreclosure sale date on XX/XX/XXXX and have been trying to fix things with Freedom but feel they have denied me access to government borrower assistance programs. I went through a difficult time where my income was cut in half and I tried to apply for a loan modification with Freedom two years ago but they denied me due to lack of income. I then filed for Chapter XXXX bankruptcy protection to save my home and reorganize my bills and made payments to the trustee. However I work as a XXXX XXXX XXXX and due to Covid we had a huge drop in business and I could not keep up with the trustee payments. I tried to work with Freedom and resume payments to them but they told me that I had to repay all past due amounts in one lump sum and I could not do that. Business has picked up over the last few months and my financial circumstances have improved and I can afford to make a reasonable mortgage payment and fix this if given the chance. I bought my home 4 years ago. I was working as a XXXX XXXX for XXXX XXXX and made a good living as a XXXX employee and was able to qualify for the USDA program. I had no problem making the payments for the first couple of years but then my daughter began having major medical issues and my wife had to stay home to take care of her. At that time my employer restructured and cut my hours in half, along with my income. I did everything I could to stay afloat but I could not make it and fell behind on the mortgage and tried to apply for a loan modification through Freedom at that time, but was told that I did not make enough money and was denied. I then filed a Chapter XXXX bankruptcy. I wanted to repay everything I owed but needed more time, and XXXX would not give me any options. I paid on the bankruptcy for over one year but when Covid hit my income took another hit and I was stuck making the choice of paying for food, medicine and utilities or the trustee payments for the bankruptcy. It got so bad that our electricity was shut off because I had a {$4000.00} balance. This was a bad time for our family, but I did not give up and kept trying. Over the last few months my current employer has seen their business boom and I have been working so many hours and overtime to help that I am in a much better place financially. I spoke with the XXXX foreclosure agents to see if I could begin making payments to work this out and was told that they would only accept the full past due balance to stop the foreclosure. I believe that there are government programs available that I would qualify for such as loan modification, forbearance, or even repayment plan. The reason I fell out of the bankruptcy is Covid related, it was not my fault that business dropped so much at that time. I am making enough money to afford a reasonable mortgage payment and I want the opportunity to save my home. Freedom is servicing a government USDA loan and I understand that there are multiple options available for distressed borrowers and I want access to these programs. I want to save my home and will do whatever it takes if I am given an opportunity to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17078
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXXTHIS IS URGENT!!!!! **** I submitted a prior CFPB complaint against Freedom Mortgage to have my account information corrected on my credit report to correct the payment history to reflect NO late payments, as a 30-day payment was being reported for XXXX, 2020 that was not correct ( on XXXX ) XXXX Per the company 's response ( attached hereto ) they confirmed the inaccuracy and claimed to have submitted the information to correct the error to the credit bureaus. However, when I pulled my updated credit report instead it now shows WORSE information instead ... .a 60-day late instead and no correction made for the first error as agreed!!!!!!!!!!!!!!!!!!! As I previously stated, I am in the process of purchasing a new home and this has created serious issues with my loan. I am now being denied because of this continued error!!!!!!!!!!! This is completely unacceptable and I need this fixed CORRECTLY immediately as I was told in writing would be done by XXXX XXXX XXXX, Manager of Customer Service w/Freedom Mortgage! I am not sure how such a serious error can be made on someone's account, but this has to be rectified immediately as this is causing me serious financial damages at this point. I have NEVER made ANY late payments on any accounts with Freedom Mortgage and I need ALL credit bureaus to reflect this accurately. Currently, XXXX is now showing a 60-day late payment per attached report!!! How that is even possible, when it was only 30 days late before for the same month! Suddenly, now there is NO 30-day late, but a 60-day late????????????!!!! Ridiculous. I do NOT have 60 days for this to be corrected due to my loan in process. I need this correction submitted immediately and the AUD # s provided to me. I also now need a written letter from Freedom Mortgage admitting to this error for my current underwriter, as they now feel I am not telling the truth and need documentation in writing from Freedom and a corrected credit report showing NO LATE PAYMENTS!!! I have never in my life seen such complete negligence. I have spoken to an attorney regarding this and will be retaining legal representation if this is not corrected within 24 hours of receiving this complaint. I can not wait any longer, as I am in the process of obtaining financing for my home purchase. Please understand the seriousness of this matter and rectify this promptly!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 XXXX XXXX XXXX acquired a loan on a home from XXXX XXXX and the loan was immediately sold off to a company called home point financial as I entered forbearance program as soon as I exit forbearance I am told if I make 3 payments on time in full they would reduce my mortgage payment in the same month I am exiting the forbearance program the loan was sold again to a company called freedom mortgage canceling the agreement to make payments on time to reduce my mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2022-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A