Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our house was damaged by hurricane ida on XX/XX/XXXX. We were without power for 20 days, during that time the water damage incurred became mold damage. The insurance company agreed to pay for the mold remediation at a cost of approximately XXXX dollars. In that time our mortgage was sold to freedom mortgage company. We received the insurance check and sent it too freedom mortgage and only received XXXX back on XX/XX/XXXX. Now freedom mortgage is holding an additional XXXX dollar check from the insurance company that is meant for the actual repairs to the house. They are stating the money cant be released until the work is nearly complete. I dont understand how Im supposed to get the work done if I dont have the money to do so. Weve tried repeatedly to speak to a supervisor and cant get a call back. We are out of options at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We have been attempting to come out of forebearance and to get our loan modification closed for more than 9 months. We have been ready for this long if not longer to start making payments but have repeated told not to until the modification process has been completed. It's been approved 3x and after filing my first complaint we got a response from them and the same day they responded to the complaint the modification documents were sent out. Now that they FINALLY sent out loan modification documents to us we returned those to them immediately. They were confirmed delivered to Freedom Mortgage on XX/XX/XXXX and signed for. Since they received the documents back I have received SEVEN separate phone calls asking if we have received and return these documents. The most recent call was on XXXX XX/XX/XXXX and I again explained all of this to them. This rep put me on told for XXXX minutes while she " researched '' our account. She came back to the line and said confirmed that they documents were received as I stated on XX/XX/XXXX and that she located the individual that signed for the documents. She guaranteed me that they will be imaged into our account, reviewed and recorded with the county Register of Deeds. However... still no updates and the documents have not been recorded. We are exhausted by this process and beyond frustrated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2021-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started the application XX/XX/2021. The first time by myself, they said due to DTI, added fiance, all good. Straight refi, no cash out, reducing interest and removing my dad and adding fiance. They said I need to remove my dad and add my fianc to title to make closing easier, done within 2 weeks, they said we should close by end of XXXX, then moved it to first week, kept pushed back and back. I kept callinf asking for a real status, asking for a supervisor. Never got a call from a supervisor or a real reason for the push. Every week or other week I would be told all is good and they are just waiting on stuff on their end. They ended up waiting for my rate to expire, they sent me a new XXXX. I asked why are they charging me when the delay was not my fault and they told me they would honor my original XXXX, they then asked me to write a statement that they can repull my credit... again I asked for why the delay and requested reassured I would be honored my original.terms discussed, they sent me the original XXXX, again no one reached out to me we are at the end of XXXX begging of XXXX, by mid XXXX they send me the last XXXX, and they request all information again and they now said I need an appraisal, even though I did not 5 months ago. I sent an email again requesting to be assured that I am not charged nothing other than on our original terms since the delay was not our fault, and that includes the appraisal fees. By the end if the day they call me to tell me the loan is denied because my fiance 's credit is noe XXXX. I feel they were holding on the loan waiting for the interest to go up or to be able to charge me credit points. I see no other reason they sat on the loan for 5 months and no supervisor or Loan officer could call me. I am glad they claim to record all calls so you can listen, I have all the emails we complied as requested. I think this is a pattern to up their fees. Bank : Freedom.mortgage, XXXX XXXX XXXX XXXX, XXXX : XXXX XXXX XXXX Loan Originator XXXX XXXX XXXX XXXX XXXX : # XXXX I will forward emails when you request
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 465XX
Submitted Via: Web
Date Sent: 2022-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For over two months I have been locked out of my accounts online access. I have been lied to about the issue and have been told by a rep that she would call me back personally. No one has made any attempt to resolve this problem. I am forced to call this company and sit for over 45 minutes at a time when I need anything to include making a payment. I have NEVER been late on a payment and this online account lockout is making it problematic to say the least. The wait time to speak to the reps is ridiculous to say least and they will flat out lie to you over the phone. Please help me with this ongoing problem. The company could care less about my account access being locked out to me online.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-12
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I purchased my home XX/XX/XXXX. I have a FHA loan. My Mortgage company was XXXX, and I had never made a late payment. In XXXX XXXX, XXXX sold my loan to Freedom Mortgage. On XX/XX/XXXX, due to XXXX, my cosmetology business was mandatory shut down for XXXX months. I still have not been able to re-open. I had to file bankruptcy in XXXX XXXX, but kept my house. My bankruptcy attorney at that time asked me if I wanted to go into forbearance with Freedom Mortgage and I said yes, but I did some research on Freedom and discovered they had been sued multiple times for fraud and I told my attorney that I did not trust them. He asked if I wanted him to contact them to arrange the forbearance and I agreed to this. On XX/XX/XXXX, I called Freedom Mortgage and spoke with XXXX. She said she is a supervisor and her badge ID # is XXXX. I told her that I want to come out of forbearance and that I want the new XXXX Advance Loan Modification that I read about in the Mortgage Letter dated XXXX XXXX from XXXX. I told her I could not make a lump sum payment on the back payments or keep the high monthly payments and this loan modification would help by putting the back payments at the end of the loan and would lower my monthly payments so that I could start paying again. She said they would get the necessary paper work started, but have done nothing but lie and harass me for XXXX months now. Since that time, I have had to file complaints with Errors and Omission, The XXXX and Mortgage XXXX XXXX, XXXX and FHA because XXXX refuses to do what I asked. As of this date, still nothing has been done. I knew that I did qualify for the XXXX Advance Loan Modification based on the guidelines in that HUD Mortgage XXXX but XXXX XXXX not do it. Last month, on XXXX, Freedom Mortgage taped an envelope on my front door that says, '' XXXX XXXX XXXX ''. Inside this envelope is a letter that said I was approved for the loan modification and to sign a XXXX page document, notarize and mail back to them. I could not believe this. What mortgage company tapes a personal letter on the front door of your house???? The loan document had false dates, false dollar amounts, false information, false statement regarding my bankruptcy. In my opinion, this was fraud so I called my bankruptcy attorney and sent him the papers. He advised me not to sign them. I think Freedom Mortgage is taking advantage of me because I am a XXXX XXXX XXXX woman that does not have the money to hire an attorney to sue them. They have caused me to be physically XXXX Over this past 5 months, I had to go to the emergency room hospital twice because of the stress they are causing me, and I have doctor bills I cant pay. And now, due to Freedom Mortgage playing games, lying, and fraud, the deadline for that XXXX loan modification that I qualified for and asked for back in XXXX, has expired. I have over a XXXX pages of documents dealing with Freedom Mortgage that verifies I did everything the way I was suppose to and they did not. I will attach the document they wanted me to sign showing false information, to this complaint. I can mail any of the others if needed. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We are filing a complaint against Freedom Mortgage Corporation regarding the transfer of our VA loan from XXXX XXXX XXXX XXXX We did a refinance with XXXX XXXX XXXX XXXX in XX/XX/XXXX. At the time of the Refinance, we were told that we needed to pay our homeowners insurance and property taxes for the year so we were charged at the close of escrow of our refinance under our closing disclosure homeowner 's insurance of XXXX per month for XXXX months for a total of {$940.00} and property taxes of {$620.00} per month for XXXX months for a total of {$2500.00}. So after all this was charged. There was no need for a impounded escrow account with XXXX XXXX XXXX XXXX or Freedom Mortgage Corporation. We had no idea that XXXX XXXX XXXX was going to transfer this refinanced loan to Freedom Mortgage Corporation until it was actually done. Freedom Mortgage Corporation then charged us under a impounded escrow account for property taxes and insurance of {$730.00} a month from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX, We spoke to Freedom Mortgage Corporation and told them that wanted the escrow account closed and we also send an email regarding this. So we only paid the amount of our mortgage payment of {$1500.00} for the month of XXXX. They took the payment and put it in an unapplied account because they want us to continue to pay something we do not owe. Our homeowners insurance is paid up until XX/XX/XXXX. And Freedom Mortgage Corporation has more than enough money to pay our last property tax payment due by XX/XX/XXXX, we told them to pay that and close the escrow account. We never asked for it, We do not want it. And we do not need to give anyone our money to charge us interest on bills we can paid directly ourselves and avoid anyone making large amounts of unnecessary interest. This is totally ridiculous and down right stupidity. We then receive a letter dated XX/XX/XXXX stating they received our request and then stated we received your payment of {$1500.00} on XX/XX/XXXX, which was placed in unapplied funds the payment hierarchy requires a full payment to be received before a payment can be applied to the due date. Partial payments received will be placed in unapplied funds. ( UAF ) are payments that have been received but have not yet been posted to the account because the amount received is not sufficient to make a full payment. The funds are held in a UAF until additional funds are received to satisfy a full payment. Once a full payment has been received, the funds will be removed from UAF and applied to the account. Please submit a payment of {$730.00} to complete your payment for the XX/XX/XXXX due date. Enclosed is a copy of your payment history for your records. This is verbatim from the company Freedom Mortgage Corporation in the letter dated XX/XX/XXXX, as previously stated to you above. We will not be paying any more money toward any impounded escrow account for this loan. We never requested an impounded escrow account nor do we need or want one. We will take care of our own bills regarding homeowners insurance and property taxes that due on a monthly and yearly basis. Your prompt and courteous response to this matter will be most graciously appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92223
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage company has engaged in fraudulent activity in relation to my existing home mortgage, sent documents that could not be completed for a mortgage refinance and repeatedly did not respond to my inquiries. I am a XXXX and XXXX of a XXXX XXXX XXXX, have a 750+ credit score and have never missed a mortgage payment before the cancelled an autopay I had on file without notice and sent notice to an address not on file. I believe that they are discriminating against me on the basis of my gender, martial status, and ethnicity. Can share timeline and share emails to corroborate their systematic harassment, errors, unresponsiveness, and discriminatory practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Good Morning, We filed a forbearance last XXXX when XXXX hit because I had lost my job then my husband and I needed the forbearance in XXXX and had partial claim from XXXX to XXXX which was paid. We signed documents with a notary and everything was approved. I was told loss mitigation would have my account updated no later then XX/XX/XXXX. Well thats not the case and I have called in over a 100 times and they are now telling me all different stories and that my partial claim was never approved due to my notary not having a seal, then it was because my husband scratched out the date, and so on. They are now saying that I will never have my account updated even if we resign the necessary documents until we pay another 10,000 because we now we arent in a partial claim because they dropped ball but are blaming us. We have been in the middle of refinance with XXXX since XXXX to have a conventional loan and can not move forward all because freedoms payoff quote they are sending is reflecting the payment for the next month is due XX/XX/2021. I really need some help with this case ASAP. I have filed numerous complaints with Freedom mortgage and the CEO and have heard nothing back. I have also been in contact with XXXX explaining the whole situation and also do not understand if the payoff is the exact amount and is correct even though the date doesnt reflect this month why they can not just move forward. Im hoping someone can please help us ASAP
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: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage initiated telephone solicitation to my phone line. I have since made multiple requests for a copy of their internal do not call policy pursuant to 47 cfr 64.1200 and to have my number added to their internal do not call list. I have not received confirmation of either as required by the CFR 's The underlying asset is a federally backed mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Refinancing a mortgage at Freedom Mortgage XXXX XXXX to lower the rate. I sent all the mortgage information to a loan officer named XXXX XXXX at Freedom Mortgage. He talked to me about the loan so I sent him all the documentation requested. When I didn't hear from him, I tried to call him back and kept getting his voice mail. I didn't get a response when I left messages. When I tried to call for a different loan person they kept transferring me to XXXX because he was shown as working on my loan. I finally had someone that put me through to XXXX and was told he only had a certain amount of time for each loan and so he had to close my loan. I gave up on trying to go through Freedom because I couldn't get a different person to process the loan. I decided to go through XXXX XXXX. They requested the final payoff and didn't receive it. On XXXX I called Freedom and was told they couldn't see the request from XXXX and I should just request it because it would be faster. I did the request and within seconds of that, the loan person at XXXX said they finally received the document. I cancelled the request and was told the {$30.00} would take a few days to reverse. On the 26th I called Freedom because the {$30.00} charge still hadn't been removed. I was told that the final payoff that XXXX requested was at the bottom of my statements list and I could just call it up and print it. When I told them I couldn't see it they offered to send me a copy and they said it was complimentary especially since I couldn't see it on my list of documents. I said I really didn't need it because all the paperwork was already done for the new loan. They said it wasn't a big deal because it was just a matter of going to my email and no cost involved. When I closed there was a charge from XXXX for {$30.00} for the final payoff. I logged in to Freedom to make sure everything had been paid off on XX/XX/XXXX and found they not only didn't reverse the {$30.00} charge on XXXX XXXX but they also charged me an additional {$30.00} on XXXX XXXX. I wrote to their customer service and they didn't feel it was an issue. If someone can go through their recordings it will show everything I am saying. It is ridiculous to pay 3 times for the same information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48329
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A