Date Received: 2021-12-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I switched banks in XX/XX/XXXX. XXXX setup a monthly auto-payment to pay {$1400.00} to Freedom Mortgage on XX/XX/XXXX, when payment was due, using my new bank account. Unfortunately, the payment did not process. Many other transactions to other services processed successfully and I missed the fact that the mortgage payment did not process. I received a letter in the mail on November 2nd, 30 days later, stating that I had missed a payment. I immediately logged on, discovered the error and payed {$1500.00} which was the payment due on XX/XX/XXXX in addition to the late fee of {$59.00} along with {$1400.00} which was the payment due for XXXX. On XX/XX/XXXX, I received an alert from XXXX stating that my credit score had decreased from XXXX to XXXX. Freedom Mortgage did not tell they were reporting a late payment. They did not provide me an opportunity to resolve the issue before reporting the late payment. Freedom Mortgage did not send me an email, a text message or a phone call to inform me that payment was not received. Freedom Mortgage DID HOWEVER make NUMEROUS phone calls asking me if I would like to refinance my mortgage. After telling them no multiple times, they continued to call. They left voice messages at times asking me again and again if I would like to refinance. Not once did they call me or leave a voice message to let me know my payment for XXXX was not received. I did not about the issue until I received a letter in the mail on XX/XX/XXXX - after 30 days has passed. I have been a Freedom Mortgage customer since XX/XX/XXXX ... 9 years. I have NEVER missed a payment or been late on a payment. I do not believe Freedom Mortgage provided me an opportunity to address this issue and that is why I am disputing this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77385
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has emailed, called, and texted me to try to solicit their mortgage services to get me to refinance. I have requested multiple times that they stop contacting me as I am not interested however they continue to contact me. I want to be permanently removed from their contact list.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20169
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-08
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: In XXXX of 2021, I went into this companies web Site and made a regular monthly mortgage payment plus an additional principal payment as I had done the months before. In XXXX I went into their Web site and discovered that only the additional principal payment had been taken from my bank account. In that same month I received a refund check from the mortgage company. I was confused. I contacted the company. They removed the late charge, I made the regular payment amount which made the payment current and then a couple of days later I made the payment for the current month also. So both months were current as soon as the problem was discovered. We had not had this account for very long and the company had stated that our payment was going to be changing so I had not set up automatic payment at this time. When I realized what had happened I contacted the company right away, I was told I received an email. I had not. I had not even had the opportunity to balance my check book to see that the full amount had not been taken out of my bank account. I sent a dispute to the company and got a reply that all payments were current. I assumed they had adjusted my credit score. I was wrong. We just went to apply for a new loan and were told because of this one payment showing 30 days past due I was going to have to pay a large down payment and would be getting a larger than expected interest rate. I was shocked. I have never missed a mortgage payment. I could not beleive that because of some glitch in the payment window, that would allow me to make an added payment amount without making the regular payment, could even happen without some kind of a warning, would cost me this amount of grief. When we signed on this new VA loan we were told we could not make a partial payment, well, who would have thought their web site would even accept a {$45.00} payment, the web site took the payment and stuck it into a suspense file, no warning or anything. As I stated, had I received a warning, at that point, I would have been able to correct the problem, but their web site took a lower than minimum payment, apparently, or there was some kind of a glitch in the transmission of the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 81401
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: At the beginning of XXXX I realized I was going to miss my mortgage payment for the month so I called Freedom Mortgage to notify them of what was going on. I wanted to get ahead of this. The first call was on XX/XX/2021. I called a few weeks later to see what was happening because I had received no communication from them and I became concerned about late fees and it being reported to the credit bureau and I was told that since they we working with me that my account would not negatively affected. On XX/XX/2021 I emailed the loss mitigation department a letter explaining my hardship and attached the paperwork to back it up. I also sent pay-stubs and an electronically signed copy of my tax returns. I received no response from them. On this day I also made a {$1600.00} payment. {$170.00} was rolled forward into " suspense '' to be applied to my next payment. On XX/XX/2021 I called again to see what was happening and it was at that time that I was notified that my email was received but the attachments were not. They had my response for 12 days and never let me know I was missing items. That evening I sent a new email with the documents needed attached. I also printed out, signed, and faxed my tax returns so that I could not be used as an excuse. I still never received a return call. On XX/XX/2021 I made another payment of {$1200.00}. I called again on approximately XX/XX/2021 because I noticed I had accrued late fees despite the fact that I was told that since I was actively working to get caught up, I would not be charged any. I also let him know that I would be completely caught up by midXXXX. He did reverse all of my late fees. On XX/XX/2021 I made a payment of {$1300.00}, which got me completely up to date. I was essentially only late with one payment, in XXXX. Soon after I got a notification that my credit score had changed and when I looked at it I realized that Freedom Mortgage decided to report my payments as late. I had been consistently working with them the entire time and it felt like they did everything in their power to NOT let me get into the hardship program. On approximately XX/XX/2021 I called again about trying to refinance out of my PMI since my payments were caught up and my equity was high enough. I was told that my credit score would be too low to get a new loan approved. When I told him about what had happened over the last few months and how they had already agreed to reverse the late fees. He said that they realized they must have realized they had done something wrong. Later he emailed me to say that as of XX/XX/2021 they were still requesting information to qualify for hardship, despite the fact that I had completely caught up two weeks prior and no longer needed assistance. He then told me that he could not help me anymore. On XX/XX/2021 I called Freedom Mortgage again to see if I could get the late payment credit reports reversed. She told me that I was absolutely right and that my account should have been flagged that way it wouldn't have extra fees assessed. She also told me that she had spoken to her supervisor who agreed with her in regards to reporting to the credit bureau. She then told me that the review department had a deadline on XX/XX/2021 to make a decision as to whether or not they would remove late payments they reported. XX/XX/XXXX was a Saturday so I decided to wait until the next business day to see if they would call me. They did not. On XX/XX/2021 I called to check on the status of the credit review and this woman told me that there was very detailed notes from the previous agent that spoke with me but it was never submitted for review. After she put me on a very long hold she got back on and said that since I was never in forbearance, that they had the right to file a late payment to the credit bureau twice. She said someone should have offered me a 180 day time-span to " get back on my feet '' but no one ever offered that to me. She then said that she would submit this for review again and that they have 5 days to make their decision and get back to me. I have been working on this consistently for the past 4 months despite the fact that I have been current with my payments for 1.5 months. It is like they are intentionally trying to NOT help me. I am finally fed up. I just want those two late payments removed from my credit report so that I can get my score back to normal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage was sold to a Freedom Mortage company on XXXX, we were notified and we set the drafts as usual, on XX/XX/XXXX the payment was reversed saying that it was an error on code, I contacted the company and they found that their system was taking savings accounts as a checking account, we set a one time payment as they instructed and payment was reversed again on XX/XX/XXXX, we set it again with XXXX bank confirming all the information and it got reversed again o. XX/XX/XXXX, we change it to checking account and it got reversed again on XX/XX/XXXX we finally got a pyme t and then we had the same issue by XX/XX/XXXX we contacted the mortgage company set all again and payment finally went through, I was expecting a draft on XX/XX/XXXX and that payment got reversed again on XX/XX/XXXX now I just want my mortgage be with another company, this is insane.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27265
Submitted Via: Web
Date Sent: 2021-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XX/XX/2021 I contacted Freedom Mortgage to inform them I had received correspondence from my insurance provider ( XXXX XXXX ). Freedom Mortgage had not been listed as a new mortgage holder and steps were taken on my end to update XXXX while Freedom Mortgage sent the annual insurance premium via mail, due date of XXXX XX/XX/2021. On XXXX XXXX I contacted Freedom Mortgage again to determine the status of the insurance payment and was told that it had been sent via standard mail with an anticipated delivery date of 7-10 days from its mail date, XXXX XXXX. I was assured by members of Freedom Mortgage that the payment would arrive with a postmark that would be acceptable to XXXX. As of XXXX XX/XX/2021, the payment was never received by XXXX. The tracking number that was reportedly on the payment was not available to the representatives that I spoke with on XXXX XXXX. I've now lost my homeowner 's insurance policy due to the lapse despite multiple assurances from Freedom Mortgage, despite all assurances that everything would be taken care of. This is happening after Freedom assumed the loan from a prior mortgage serving company and we have only just made our second payment. To say that I am frustrated and disappointed is a complete understatement. A friend had similar issues with this company and warned us. I don't know what can be done at this point ; but I felt the need to report this as others like myself could find they are without homeowner 's insurance - not even knowing until it is too late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28570
Submitted Via: Web
Date Sent: 2021-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear Madam/Sir, upon receiving an email last Friday XX/XX/2021, I visited the XXXX XXXX California County XXXX XXXX XXXX website. I found that a property that I own at XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX was listed as ( Defaulted Parcel No. XXXX ). Last year at this same time, Freedom Mortgage XXXX XXXX XXXX XXXX, TX XXXX failed to pay the taxes due on this my property. I have never been late on any mortgage payments and the said taxes should have been paid out of my escrow account by Freedom Mortgage company as they are in charge of servicing my mortgage account. I phoned them and requested that they pay my taxes. They did so, however my account was, and is noted in default on tax record as of XX/XX/21. Taxes are due again as of this date, and have not been paid again. I retired from flying worldwide supply and support missions with the Department of Defense for the US military in XX/XX/XXXX of this year. I am now unemployed and collect only XXXX XXXX each month. If this irresponsible practice of failing to pay my taxes on time by Freedom Mortgage is allowed to continue, the damage to my good credit standing is at risk of being irreparable, and is now adversely affecting my life.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2021-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started a Covid forbearance on my XXXX XXXX loan under Cares Act after confirming with Freedom that I would have a deferral option at the end resuming normal payments and putting the balance on the end of the loan. I later extended to 18 months and confirmed again with Freedom the option for deferral at the end. Late in the forbearance I received letters from Freedom saying I should make contact 30 days before the end and I did. Although I knew I wanted the deferral, the representative had to read me all the options and I selected deferral. She told me to expect in about 30 days a package with documents to sign and return. The following is a timeline following that call. ( The calls below involved enormous hold times and repeatedly required me to start all over again from the beginning every time I spoke to someone. I have spent more than 5 hours on the phone with Freedom. ) XX/XX/21 : After 30 days no package so I called. Multiple attempts over a couple of days were necessary due to extensive hold times to reach a representative. Reached XXXX ( teller # XXXX ) who said the deferral was approved yesterday and the package was out for delivery. XX/XX/21 : No package so called again. Reached XXXX ( teller # XXXX ) who said info I was given on last call was incorrect. Again, she said approved yesterday, but that what I was approved for was a loan modification that changes my payment and extends my loan term from 30 to 40 years, NOT the deferral option I had chosen. I asked her to escalate the call and I reached escalation specialist XXXX ( teller # XXXX ). Lots of re-telling story ; hold times ; conversation. The final result was that I would get a call from XXXX who was my assigned contact. ( Suddenly I had an assigned contact. ) XXXX ( teller # XXXX ) called me. I went over the whole scenario once again and went on extensive hold while XXXX tried to correct the situation. In the end XXXX advised ( and read me the notes he was entering to this effect ) that he sent to the proper department to be re-drawn as a deferral as I had originally requested ; that I would be able to resume my normal payments with the balance put on the end of the loan ; that there would be no negative impact of any kind to me ; that I should discard any package that arrived regarding the loan modification ; that the forbearance would continue until corrected ; and that I should receive a package for the deferral in about 30 days. XX/XX/21 : No package, called to confirm being sent. Reached XXXX ( teller # XXXX ). XXXX says I am not eligible for deferral because I have passed 18 months, in direct contradiction of my conversation with XXXX on XX/XX/21. I asked for escalation and reached XXXX ( teller # XXXX ). 90 minutes of holds and checking and retelling the story yet again. XXXX insists that deferral is not an option for a conventional loan ( Not what XXXX said, and clearly incorrect in light of Cares Act ). She gave me 3 options that included modification, but not deferral. She was unable to explain to me why I was eligible for deferral with everyone I spoke with until now. She found XXXX notes so she is aware of that entire exchange. She said I have a new problem because I did not respond to the modification package that Freedom had instructed me to discard. She was unable to locate any call or notes from when I confirmed the deferral option and started the forbearance ; OR when I made my deferral selection ; OR to produce any notes or call where I selected the option of a modification. At one point it became clear she didnt know my forbearance was covid-related and I went on hold yet again. When she returned she directed me to a website ( XXXX XXXX so that I could see deferral is not an option, but I showed her that it clearly stated there that deferral is an option. She was at a loss at this point and told me that a supervisor would call me in XXXX hours. I never heard from Freedom again. I see numerous complaints at CFPB showing this is systematic behavior by Freedom. I am entitled to the deferral. It has gone over 18 months because of Freedoms deception and incompetence. I have been trying in a timely manner to resume payments and to send them money and they are obstructing that process, which should not result in any negative impact to me. I simply want what I am entitled to under Federal law and intended since the day I started the forbearance to resume my normal payments and put the balance on the end of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33322
Submitted Via: Web
Date Sent: 2021-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 our property tax is due and as payments need to be received by XX/XX/2021 at the XXXX XXXX department in order to have no additional fees as well, have no late status on our account. Last year the mortgage company didn't pay our property taxes and we ended up having late fees assessed and were threatened with our home being taken unless taxes were paid. Taxes were paid out of our own personal account even though in our mortgage contract it states escrow would be used for property taxes and homeowners insurance. After contacting the company we were told they would refund our full amount ( full amount was never received due to some mix up in our escrow, as well something we were never advised of until an escrow analysis was preformed in roughly XXXX of 2021 ) and this wouldn't happen again the following year. Guess what? It is now XX/XX/2021 and property taxes are showing not paid. According to my payments, it does show an amount of {$850.00} being taken out of escrow on XX/XX/2021 and this states tax disbursement. It is now XX/XX/2021 and as stated above nothing has been received by the XXXX XXXX tax assessor. Taxes are due no later than XX/XX/2021 in order to not receive late fees however the date show on the tax assessor website show due date of XX/XX/2021. This is beyond frustrating as this seems to be a habit with this company and they seem to have an inability to correctly pay something on time. Lastly, I did send an email stating my concern and the response stated that the money was taken out of my escrow and paid on XX/XX/2021. However, I was also told if a delinquent notice is sent to me, I should send it to the mortgage company. Seriously? Because of their inability to pay last year we did receive multiple delinquent notices, and notices we noted to this company over and over again until it came to a point payment had to come from our own account. The company claims they sent a fed ex payment close to the time we paid the amount from our own money however IF any payment was mailed it was too late as we were close to having our home sold at auction due to how overdue the property taxes were and all due to this mortgage company NOT making the payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2021-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Contacted Freedom Mortgage several times via phone, email, and their website regarding the COVID-19 Loan modification that they finally offered. The message below was sent to XXXX XXXX, XXXX XXXX, and XXXX XXXX and I have yet to receive a response despite receiving at least one out-of-office message confirming that it was received. In regards to the COVID-19 Recovery Modification offered XXXX Per Mortgage Letter XXXX, the Partial Claim must not exceed 25 percent of the unpaid principal balance as of the date of Default at the time of payment of the initial Partial Claim less any previous Partial Claims paid. At the date of default ( when the COVID-19 forbearance started ), the outstanding Principal was {$140000.00}. There are no previous partial claims paid for this loan. 25 % of the aforementioned outstanding balance is {$37000.00} of Partial Claim funds that should have been available to me. The Pre-Modification Unpaid Principal Balance is listed as {$140000.00} per the documents, which as stated above, is incorrect. However, had it been correct, 25 % of this number for the calculations of the COVID-19 Recovery Modification claim is {$36000.00}, not the {$30000.00} that was indicated on the worksheet. Subtracting the Escrow Advances and the Delinquent Interest, the balance available for the Principal Deferment is {$25000.00}, {$6600.00} MORE than the {$18000.00} that was listed on the documents you previously prepared. Additionally, you have listed that I owe you {$5000.00} in Escrow Advances on the documentation provided but per the statement dated XX/XX/XXXX, the Escrow Balance is only ( {$2800.00} ), {$2100.00} less. Factoring in the payments made on XX/XX/XXXX and XXXX on my behalf, the Escrow Advances should be {$3900.00}, not {$5000.00}. I have contacted Freedom Mortgage several times requesting COVID-19 Modifications offers and never received the automatic review of my account form COVID-19 XXXX in XXXX of XXXX as defined by Mortgage Letter XXXX. It also states that The Mortgagee does not have to contact the Borrower prior to reviewing the Borrower for the COVID-19 XXXX or sending out the modification documents. Borrowers who do not qualify for the COVID-19 XXXX must be. Freedom Mortgage failed to this extent. Nevertheless, I filed a complaint with the CFPB ( XXXX ) on XX/XX/XXXX and XXXX XXXX XXXX responded that you were still getting the XXXX ready for release ''. He even stated that I needed to contact you to start the process, which I did, HOWEVER, Mortgagee Letter XXXX indicates that XXXX offers are sent without any application or request. This resulted in more than a MONTH of waiting and the resulting XXXX XXXX XXXX XXXX XXXX XXXX ) for the modification being raised from 2.77 % to 3.09 %, which as you know, was rounded ups to the 3.125 percent I was offered. I am requesting the interest rate be modified to 2.725 ( MAX ) to match the time of my original request. The Mortgage Letter XXXX also indicated that Mortgagee must ensure that all Late Charges and penalties are waived. Mortgagees are not required to waive Late Charges and penalties, if any, accumulated prior to XX/XX/XXXX. There is a total of {$81.00} in fees and charges, including {$66.00} on my most recent statement ( attached ) and {$15.00} that was billed on XX/XX/XXXX for a Property Inspection Fee AFTER I contacted you regarding my options for a COVID-19 modification. have contacted you several times regarding. My multiple attempts to get this resolved ( attached below ) have also went ignored by Freedom Mortgage. Furthermore, the letter was XX/XX/XXXX but was not mailed until XX/XX/XXXX, one day prior to an actionable decision being required on the account. Per " If the Borrower does not return the executed documents within 30 days, the Mortgagee must report Default Status Code AQ Option Failure. You only provided me 14 days to return the requested information AFTER you sent it one day before it was due as shown in the attachments. I received out of office messages from the recipetants o I know my messages are in receipt, and are continently being ignored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2021-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A