Date Received: 2021-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: when final loan modification documents were signed and notarized payment was stated as exactly XXXX per final loan modification agreement documents. Now payment on their website to make payment is stating my payment is XXXX which i have gotten multiple excuses from Freedom Mortgage on why everything from tech team needs to fix it. Yes you are right it's wrong to your escrow changed at the last minute ( which i have had no changes in my taxes or insurance, for that change ) and nor was I notified in any way by Freedom on changes to my escrow after signing my legal modification agreement documents - I want my payment amount corrected on the website and statements per what we agreed to in our legal binding loan document. thank you for your assistance, XXXX XXXX XXXX XXXX XXXX, Mi XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Requested Covid-19 Forbearance - approved for XXXX XX/XX/XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- While in granted forbearance status, we did not pay XXXX, XXXX, XXXX.. payments. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Income resumed in XXXX, so we started making regular payments again and paying additional sums on past due amount. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- In XXXX, a XXXX Veteran Real Estate Tax Exemption was granted by state of PA ( XXXX ) for current tax year. We sent the documents into Freedom Mortgage and they debated the validity, then said they " updated the tax lines '' on the account. Nothing changed. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We requested that they update the past due mortgage amount to reflect zero tax obligation for XXXX, XXXX, XXXX ( XXXX ). They denied the request. They also denied a request to update the future mortgage amount due that increased due to an annual escrow audit. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Freedom Mortgage stated that "... due to being in the process of a modification, an analysis has not been completed. The new payment amount reflecting the exemption will be included when the modification documents are finalized. '' ( see attached ) -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We do not want a loan modification. We submitted the paperwork because Freedom Mortgage stated at the onset that ( in the packet ) that there would be no options at the end of the forbearance if we didn't submit the documentation they required. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We don't desire modification - just to become current on the loan and exit the COVID-19 forbearance by its expiration on XX/XX/XXXX. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We are not getting a current amount due with transparency. The XXXX veteran tax exemption is not being reflected in the past due or future amounts due and this creating additional hardship for us! What will they do with the overpayment? Or when will we receive it back? Who knows. No transparency. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Freedom Mortgage has sent delayed statements, and there is no transparency or accuracy with the online amount due. We just paid the " total amount due '' of {$2400.00} yesterday and today there is now {$120.00} showing as the total due. So we paid that today and no sooner did it update and state {$1500.00} is due. We'll wait for the next month 's statement which won't be accurate and this is what we have to work with. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Additionally, Freedom Mortgage breaks down a single payment sent in several ways, " suspense, payment received, payment posted, funds received '' so it is hard to know what you've paid. Is this even accurate? You won't know because they only show you limited account information when you're in a loss mitigation status. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- We just want to know what we owe. We want to see it itemized so we are not overpaying. We want our tax exemption to be honored and our account to be updated so we aren't paying unnecessary amounts of money to catch up, only to have it held by freedom mortgage and refunded later. We shouldn't have to pay money that is not due because Freedom Mortgage doesn't want to review the account for the tax exemption. That's roughly $ XXXX. because they just won't review it!
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: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Freedom Mortgage holds my mortgage. I received notification today on XX/XX/28 that my credit was pulled. I have not spoken or given them any authorization to pull my credit report. Due to them pulling my credit this has impacted my score. I request they remove this from my credit. I have never spoken or have permission for anyone to pull my credit at this company.
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: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage approved my Loan Modification on XX/XX/XXXX, my call history and promised date back to XX/XX/XXXX. Finally got a manager XXXX ID # XXXX on XX/XX/XXXX he promised an overnight the modification paper next day. I waited til XX/XX/XXXX called and talked to operator whom then got me to XXXX ID # XXXX, whom started an email conversation with QNA department to expedite my process. The company acknowledges it knows the law and has up to 45 days to get me my documents for the modification loan. Still didn't get a answer so I called back XX/XX/XXXX and was still stone walled with excuses. I need my modification documents, please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91405
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am writing to you for help and assistance. I live in XXXX Ma with my husband and out XXXX infant. We own our condo at XXXXXXXX XXXX XXXX XXXX. My husband and I have been trying to refinance our mortgage loan with no avail. It feels like every door we knock on, false promises are made as we enter, and then the door gets shut in our faces. We purchased our home in XX/XX/XXXX as first time home buyers, coming out of college with students with a dream of having some of the American pie of the white picket fence and a couple of kids. We were making our mortgage payments on time, until the fall of XXXX when I started XXXX school. Our primary lender at the time was XXXX XXXX. Upon realizing the financial strain of being in XXXX school and making payments, I reached out to XXXX XXXX and let them know of my new financial circumstance. I was told by the representative that they noted it on my file. Some months we were able to make payments and some months we were unable to, but I always called in to let my lender know where we were at. In the Spring of XXXX in XXXX, my husband became ill with XXXX. We called our lender and they assisted us with getting on Forbearance. We were unable to make any payments at the time due to either of us being allowed back at work due to XXXX. I was not allowed to work because I had a member of my household with XXXX, and he was sick through XXXX of XXXX. My husband was able to recover from XXXX, not without lasting effects. It was fall of XXXX when my husband and I started on our paying off all our debt journey. Within months we paid off credit cards, personal loans, and made a dent in our car loans as well. We found out we were expecting and continuing to make payments to exercise debt before the baby arrived in XXXX of XXXX. We were notified by our lender, XXXX XXXX, that our Forbearance was coming to an end in XXXX of XXXX. My husband and I started working on a loss migration plan with our lender in order to bring our account current with the outstanding balance of {$12000.00} we owed. We filled out all our paperwork and got approved for 3 trial payments while the underwriters were reworking our loan agreement. We were able to make 2 payments in XXXX and XXXX of XXXX, and were getting ready to make our third and final payment in XX/XX/XXXX, when we found out our lender sold our loan to a new lender. Making sure that we did not miss any of our trial period payments, my husband and I contacted our new lender, Freedom Mortgage, in order to make a payment. We were told by the representative that they could not honor our payment plan with XXXX because they did not have the documents stating our trial payment plan. They urged my husband and I to get in contact with XXXX XXXX in order to get the documents sent over. We contacted XXXX and we were told that they already sent everything over to Freedom. And in order for Freedom to get new paperwork sent it will take several business days. It took several weeks. My husband and I continued to check in to follow up on the anticipated documents needed, every time we called in we had to reiterate our story to a new representative who did not read our file. Every time we had to re-discuss that our account was transferred over to XXXX. We requested to speak to managers and we transferred to people who were so unuseful and unwilling to help us expedite anything. By mid XXXX Freedom finally received the paperwork needed and we were finally able to make a payment. We were chastised when we called in by a representative that told us we missed XXXX payment, when in reality their colleagues would not let us make a payment until they received documentation from XXXX XXXX. Once we made that payment in XXXX we were told that the underwriting team was working on getting us new payment work sent out that we would need to get notarized of our new loan agreement. That was back in XXXX, we are now heading into the new year of XXXX, no closer to getting any answers. In the meantime, my husband and I have been receiving several calls a week about how we are late on our mortgage even though we have been making payments of the agreed upon amount for the trial payment that we are still in. My husband and I have also tried refinancing our loan elsewhere to get a new lender of our choice, and our loan was denied today XX/XX/XXXX due to lack of communication from Freedom Mortgage to our potential lender, XXXX. We were told by the XXXX rep that they needed loan verification and specifics regarding our loan due to the fact that there was nothing reported on our credit. Something that we have no control over, because XXXX XXXX closed our loan when they sold our account to Freedom Mortgage. My husband and I are a better place financially and trying to become current with our lender. We feel like we are being neglected and nothing is being done with our case. In term we can not go to another lender because Freedom Mortgage is not doing their due diligence our getting necessary documents over to 3rd parties. We are stuck in limbo with a lender that doesn't care about us. We continue to make payments to a lender who is hard to reach and even when we do acquire a point of contact they always seem to go on vacation or become hard to find even when we call in with representative ID numbers. These are hard times, I am more than aware people have to make a living and business have to continue to run. But with something that is so important such as a home, I feel there has been a lot of neglect and not a lot of due diligence done on our behalf. Thank you, XXXX & XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I purchased our home in XXXX through XXXX XXXX. I retired in XX/XX/XXXX. In order to reduce our monthly pay out we refinanced through XXXX Mortgage and dropped our interest by 2 percent. The refinance to XXXX happened XX/XX/XXXX. We always try to keep our payments from six to twelve months in advance and this was going nicely until they, XXXX, sold our loan to Freedom Mortgage. We made our last payment to XXXX Mortgage in XX/XX/XXXX. I made two payments to Freedom Mortgage in XXXX trying to again get ahead on my payments. They, Freedom Mortgage, misapplied the second payment as principal instead of the XXXX payment. I wrote Freedom Mortgage in XXXX to their XXXX Department. I have a copy of their return letter but it is riddled with errors as if no one really paid attention. My complaint is, XXXX promised in a letter to me that nothing would change and it has. Their monthly statements have no amount due or how the payment will be broken down. I have copies of everything if you want them. Freedom Mortgage will not communicate with me about this problem. I called XX/XX/XXXX and asked to speak with a supervisor who refused to take the telephone. I spoke to XXXX but her supervisor would not talk. The letter that I received was dated XX/XX/XXXX was not signed and came from customer care.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed complaint XXXX when I had a previous issue with my escrow account. As a result, my account was manually credited for property taxes that were paid when I requested that they not be paid and my escrow account was closed. Now, XXXX is subtracting that credit from the zero balance of the closed escrow account, resulting in a negative balance and an increase to my mortgage premium to cover that balance. I feel that it's pretty unethical to fix a problem that was a result of their error just to close out a complaint and then try to charge that amount back later.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage keep purposely misapplying escrow payments. I paid {$2900.00} on XX/XX/2021 at the direction of Freedom Mortgage, per email correspondence to ensure my mortgage payments do not increase, post covid forbearance. When they received that payment which I sent to the address with " escrows '' written in the payee and memo of check, Freedom Mortgage applied it to the balance of the loan. When I called to get this payment correct again, the agent hung up on me. I called back again, the next agent tells me they are required to apply it to past due balances, which is opposite of what I was told. This company needs to be investigated for this repeat issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had previously submitted a complaint about Freedom Mortgage 's refusal to process the deferral agreement ( Complaint ID XXXX ). Their response was full of misrepresentations and false statements, and still does not address my complaint, prompting the submission of a new complaint. For example, Freedom Mortgage makes a statement that when the loan came to them in XX/XX/XXXX, it was already delinquent XXXX months. That is a flat out lie because the forbearance period ended XX/XX/XXXX and per the XXXX agreement, the next due date was supposed to be advanced to XX/XX/XXXX. As of XX/XX/XXXX, the loan was only XXXX months past due. Therefore, on XX/XX/XXXX, the loan was only XXXX months past due and Freedom Mortgage deliberately failed to process the deferral despite our numerous requests ever since XX/XX/XXXX. Freedom Mortgage also misrepresents XXXX XXXX guidelines which expressly state that if the deferral is approved and the loan is less than XXXX months past due at the time of approval, then no payments are required from the customer during the processing months. That is, in fact, what XXXX told us and directed us not to make any payments until the deferral agreement is effect. The guidelines also specifically state that the deferrals should be processed within 30 days, which Freedom Mortgage failed to do despite repeated requests from us. Not once, did we ever receive any correspondence from Freedom Mortgage regarding the status of the deferral agreement. When we asked to speak to a supervisor about Freedom Mortgages failure to process the deferral, no one bothered to call us back while Freedom Mortgage continued to deliberately not process the deferral. Furthermore, Freedom Mortgage has failed to bring the account to reflect as current, and instead the account shows as mitigation loss. Freedom Mortgage has violated numerous state and federal laws, and threatened wrongful foreclosure of our home all in violation of the CARES Act. Freedom Mortgage must properly process the deferral agreement as previously agreed upon with XXXX. The five payments in the amount of {$12000.00} can not be applied toward the forbearance period but must be applied toward the XX/XX/XXXX through XX/XX/XXXX period as previously agreed upon and my account must show as current and never delinquent and/or never in mitigation loss. Moreover, this deliberate act by Freedom Mortgage was done with the sole intention to steal our home. It is obvious by the fraudulent responses from Freedom Mortgage who in XXXX days after this complaint was filed with your office, finally was able to process the deferral. Freedom Mortgage must be held liable for their fraudulent and bad faith actions. There are over 4,000 complaints from different people about this company and we respectfully demand that you hold this company accountable for their fraud and bad faith actions and not let them escape unscathed so that they continue with their illegal and fraudulent ways.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Without being notified my regular payment of only XXXX that Ive been paying for the past year has gone up to XXXX. I called all of my insurances and even verified that my escrow was paid in full before the end of the year. My mortgage was sold twice and the second time they had to input information in wrong. I called them and they were just as confused. They sent my case to the escalation team and they never got back with me. I need help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70810
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A