Date Received: 2021-12-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: 1. In XX/XX/2021 a verbal request was made to modify my loan in accordance with the Cares Act. The agency failed act or acknowledge. 2. In XX/XX/2021 a verbal request was made to modify my loan in accordance with the Cares Act. The agency failed act or acknowledge. 3. XX/XX/2021 the loan modification process started and I was notified that the process took 45 days to date no action has been taken by Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70124
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage bought my mortgage without my knowledge or permission. I believe this to be lawful but sad to the customer. Starting in XX/XX/2021 I have asked multiple times to have an analysis completed of my escrow balance. I believe the amount in the account is extremely high. Each time I request this I waited the allotted time in which the mortgage company informs me that it takes to complete this analysis and every time it is never done. I have made 5 calls from XXXX - XX/XX/2021 and then again today XX/XX/XXXX. Each time the representative " sees '' the request but that is it. They have nothing more to offer other than yep, we see it. The work to actually do the analysis is never done. I believe surplus in my escrow is an excess of {$7500.00}. The first 2 calls in XXXX and XXXX Freedom Mortgage claimed they could not see my escrow details in their system but I could see them on their website. Again today, they are requesting the analysis AGAIN. No results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45036
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband XXXX XXXX called multiple times in XXXX and I would like them to look for the calls as they state " they are recorded '' ... as ALL individuals we spoke to -whether it be my husband or myself spoke of adding the XXXX amount to the remaining principal. We were told on all occasions that if we received loan modification paperwork to ignore it as they would actually send us paperwork to sign via docusign. During this time they said it could take until XXXX of XXXX we didn't have to pay nor would it affect MY credit as my husband filed XXXX XXXX. They all said not worry. Even the gentleman on XX/XX/XXXX at night spoke to us and said he was confused until he spoke to someone who told him that because we never had missed during the forbearance process so instead of being praised for that we are being told that we NOW have to send that paperwork they wanted in. It took me 3 hours to get it together. I am suicidal have been hospitalized recently and they are aware I am on SSDI. I sent them myself as my husband is trying to work XXXX XXXX as he lost his job XXXX of XXXX and he had got XXXX with that extra XXXX, but things are tight. Companies are not paying well and he is XXXX to the XXXX XXXX so he is not allowed to get fully XXXX which seems to be a problem with hiring now. So is injured from a XXXX accident and he is still TRYING to XXXX but he pays most of that money in a rental care which we told them in the hardship letter. They have all the documents they needed tonight now. BUT the lies beforehand? WHY! I want an explanation. YOU do not care if people take their life with no home and car... you lie about info. What is wrong with you!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02760
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am a 100 percent total and permanent service connected XXXX XXXX veteran with full custody of my son and XXXX daughter. On XX/XX/XXXX I submitted to Freedom Mortgage for Covid Modification and any additional VA modification that was available due to the fact that my covid forbearance ended and my wife who was a financial contributor of the home had passed away shortly before that date. At this time XX/XX/XXXX I have not yet received a modification agreement nor according to Freedom Mortgage has one been drafted at this time. Freedom Mortgage stated Verbally that they were drafting a modification payment of XXXX XXXX monthly which included all escrow dues that would be due beginning XX/XX/XXXX pending my agreement. Again, I have not received a modification agreement, rather I was sent an invoice/bill on XX/XX/XXXX. The invoice reflects : New Payment Amount : {$1500.00} New Payment Effective Date : XX/XX/XXXX. Additionally, my property is uninhabitable due to 2 insurance claims that began on XX/XX/XXXX. After 3 years, the insurance company has sent checks to begin repairs on the home made out to myself and Freedom Mortgage. On XX/XX/XXXX I sent the required information and check on the first claim to Freedom Mortgage. After several attempts requesting return of check, Freedom Mortgage stated that their investors did not feel comfortable releasing the funds to me ; then recanted this statement indicating that the investors did not feel comfortable releasing the FULL amount to me and that they would be sending me a check for half of the amount. However, I have yet to receive said check. I am current on payments, according to the modification they claim they instated. Lastly, as a side note -each time I inquire on these concerns I am questioned about the habitation of the home ; even with their knowledge that it is still uninhabitable as deemed by the state of NC which leads me to believe they are attempting to strip me of the home. My most recent encounter with a Freedom Mortgage employee ( XX/XX/XXXX ) was unprofessional to say the least. Her response to my concerns of the bill that was sent to me was laughter. Not only is this unprofessional, it is offensive to a customer who is on all accounts becoming homeless if this can not be resolved in a timely manner.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27540
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company Freedom Mortgage contacted me in XXXX telling me I was eligible for refinancing with them. I refinanced my home XX/XX/21 they collected 11 months in homeowners premiums totaling {$970.00}. On XX/XX/21 I had a water pipe bust in my bathroom causing damage to my living room, dining room and kitchen floor I have black mold everywhere from where the water has been leaking. I contacted my homeowners insurance only to find out that my plan was canceled due to non payment from my mortgage vendor. I pay my payment every month that includes my taxes and insurance. So I contact my mortgage vendor and now they are placing me on Mortgage Forced Insurance? Because they do not know how they forgot to send my homeowners premiums. Everytime I call I get transferred around and no one is trying to help me resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46236
Submitted Via: Web
Date Sent: 2021-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I hired a company called XXXX XXXX to monitor my credit and protect me from Identity theft. On XXXX, I was informed by XXXX XXXX that Freedom Mortgage company has reported to the Credit Bureaus that one of my accounts is in major derogatory. I don't have an account with them in major derogatory, and all my mortgage payments are paid on time. I have been waiting for the final documents that follow the modifying agreement for the past 4 months, and I haven't received them from the freedom company. I have called the freedom company many times and still haven't received the documents that I have been promised by the freedom company that I will receive them. The incorrect report from Freedom to the Credit Bureaus has lowered my credit score significantly and hurt my credit history severely. Also, I have been told by the XXXX XXXX representative not to pay until I receive the final documents that follow the modification agreement; however, I kept paying. I made my last payment on XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: my name is XXXX XXXX my loan number is XXXX i apply for refinance at XXXX XXXX, freedom mortgage give a false statement about my loan that XXXX is late with payment 30 days 60 days and 90 days and XXXX XXXX cancel my refinance i pay {$490.00} for appraisal fee i ask for my appraisal fee back they dont want to give my appraisal fee back i want freedom mortgage give my appraisal fee back because freedom mortgage give false statement to XXXX XXXX i give all the paper work to freedom mortgage that they need
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95838
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We received notification on XX/XX/2021 that our loan was being transferred from XXXX Mortgage to FREEDOM MORTGAGE CORPORATION XXXX XXXX XXXX. The initial welcome letter clearly states that Nothing else about your mortgage will change. A month later we received a letter from Freedom Mortgage dated XX/XX/2021 that stated Because wind insurance is required on your property, we purchased an insurance policy for your property. I immediately called the customer service line and spoke with XXXX who informed me that the reason we received this letter is that the Hazard Insurance Policy from XXXX had expired. I called XXXX who has provided insurance for me for the last 20 years to send over a copy of our Hazard Insurance policywhich they did. I got another notice XX/XX/2021 dated XX/XX/2021 that wind insurance was required. I called Customer Service on XX/XX/2021 and spoke with XXXX # XXXX to ensure that they had received our Hazard policy and again to explain that the Wind insurance was not part of our original loan agreement and that it should not be force placed. It was not a requirement for our mortgage company for the past 6 years and I didnt agree with them adding the additional charge to our account. I asked them to review the requirements of our original loan documentation and the agent complied and concurred that the Wind insurance requirement was not there and stated that it would be annotated in my records that wind insurance was not needed. I considered this issue resolved. We received a letter on XX/XX/2021 dated XX/XX/2021 that they had not received the insurance information they previously requested and a wind policy was purchased on our behalf. I called customer service XX/XX/2021 and contested this. I had a very heated conversation with the Customer service team regarding the discrepancy in the verbiage of the letters and also in my prior conversations. On my first call I was told it they didnt have my current Hazard Insurance policy on file and that is what generated the initial letter and then again on my call on XX/XX/2021 when I was told that wind insurance was not required. The representative proceeded to tell me that I had to submit a written request to the company. This was my 3rd phone call to Freedom Mortgages customer service line to address the force placed policy and the very first instruction I was given that said I had to send the objection in writing. Following this issue, I did receive a letter from Customer service dated after the fact on XX/XX/2021 regarding my XX/XX/2021 phone call. The letter only stated that Freedom Mortgage required wind insurance. I sent a Notice of Error by Certified mail on XX/XX/2021. I placed a follow-up call to the Customer Service Dept of Freedom Mortgage on XX/XX/2021 to confirm receipt of my notice of error ( I spoke with XXXX # XXXX ). I was told that it hadnt been routed to anyone yet. I did locate my original loan documents and there is a section that clearly states the Hazard Insurance Requirements of my loan. We have never had a lapse in Hazard insurance that would show a failure to comply with the mortgage loan contracts requirement to maintain hazard insurance. There is no section in the signed documents that gives the Lender the ability to place additional Wind coverage. FREEDOM MORTGAGE took over my loan, I never signed paperwork with them or agreed to any of their policies. They must honor the terms of my original loan documentation and I strongly disagree with their ability to force place a Wind Insurance policy that is not a requirement of my loan. I have attached all of my documents for your review. I have had so much frustration and difficulty dealing with Freedom Mortgage. I would greatly appreciate your assistance in resolving this issue. I would also like my experience documented to show the pattern of behavior from this company in hopes that it may provide more transparency in their actions. Thank you so much for your time and consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29464
Submitted Via: Web
Date Sent: 2021-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have had an ongoing issue with Freedom Mortgage since I have been trying to close since XXXX on my refinance with XXXX. They sent back a response but never mentioned to the CFPB that they received new documents back in XXXX with a new signed document and a new notary. Now Freedom is trying to say that the seal is fake when it came directly from a lawyers office so they are still not closing out my loan. This company is disgusting that they have been doing this to me and my husband since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 01923
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage claims that I was late on a contractually due payment of {$1400.00} on XX/XX/XXXX. I did not have a loan with Freedom Mortgage in XX/XX/XXXX. My loan was sold from XXXX XXXX to Freedom Mortgage in XX/XX/XXXX. The XXXX Loan was not contractually due XX/XX/XXXX in the amount of {$1400.00}. The loan was in forbearance. XXXX XXXX inaccurately reported that the XX/XX/XXXX payment as late. The attached letter confirms that XXXX XXXX corrected the inaccurate reporting. However, Freedom Mortgage FAILED to follow-up to find out if the reporting had been corrected even after I informed Freedom Mortgage multiple times that the information was incorrect and provided documentation. I made a payment of {$1200.00}, in good faith, on XX/XX/XXXX after receiving directions to pay the amount from a Freedom Mortgage agent based on a new loan modification which would be forwarded to me. I was told the new loan was due starting XX/XX/XXXX. I never received the loan documents. I requested the loan modification documents more that 20 times and never received them. Six months later, Freedom Mortgage finally sent me completely new loan modification documents with a payment of {$1100.00} starting on XX/XX/XXXX. I have requested that Freedom Mortgage apply the XX/XX/XXXX mortgage payment of {$1200.00} to the new mortgage payment of {$1100.00} due XX/XX/XXXX. The balance of {$110.00} will be applied to my escrow account. The {$1200.00} ( unapplied/suspense payment as Freedom Mortgage labeled it ) is now being held based on inaccurate information that I was delinquent on a payment due in XXXX before Freedom Mortgage owned the mortgage. At first Freedom Mortgage claimed the payment was delinquent on XXXX, XXXX now they have stated the payment was due XX/XX/XXXX. I have asked for proof and received none. Freedom Mortgage is refusing to apply the XX/XX/XXXX mortgage payment of {$1200.00} to the new mortgage payment of {$1100.00} due XX/XX/XXXX, and the balance of {$110.00} applied to my escrow account. I have spoke to five supervisors and none have resolved the issues. All answers have been generic and incorrect on their internal message board. This is one of many issues I have encountered with Freedom Mortgage. They never contacted me 30 days before the end of my forbearance to start the loan modification process. I contacted them before them time and time again to start the loan modification process. I have detailed documentation for all my allegations. The federal government should not allow a debt collector such as Freedom Mortgage to own any federals home loans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72034
Submitted Via: Web
Date Sent: 2021-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A