Date Received: 2021-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been having so many issues with Freedom Mortgage company since they purchased my mortgage. I have been a homeowner for over 6 years and I have never missed a mortgage payment nor have I been late on any payment. Due to the ongoing issues with Freedom Mortgage, I refinanced my mortgage from Freedom Mortgage company and is due to receive an escrow refund. On XX/XX/XXXX, I requested that my refund be mailed to me and the company collected my bank account and routing information stating that my refund will be deposited on XX/XX/XXXX. I called back on XX/XX/XXXX because the funds were not deposited to my account and I was told that it would be deposited on XX/XX/XXXX. I then called back on XX/XX/XXXX after not receiving my refund and I was told that the money will be deposited on XX/XX/XXXX. It is now XX/XX/XXXX and I have not yet received my escrow refund. None of the representatives at Freedom Mortgage have been able to provide justification as to why the date keeps getting pushed back, neither can they provide a date of when I should be receiving my money. Every time I call, the response I've gotten was that they will submit a request to have my money refunded. I don't know why it is so difficult to refund 'my ' money back to my account. This has caused a lot of XXXX XXXX XXXX XXXX on me, including my monthly bills being past due. I have been escalated to multiple escalation managers who have 'assured ' me that they have submitted a rush on the processing of my refund. I have also been told that I would receive a call back and has not yet received it. Every time I call Freedom Mortgage, I am being told that a new ticket has been opened with an expected completion date that is usually 2 weeks out. I called in again, now 5 weeks after my initial contact, to be told by an escalation manager that all the previous representatives have been entering the incorrect code which is why my refund has not been processed. With all the detailed notes that I have provided, including the required legal documents, how can 7+ representatives and managers all input the incorrect information? At this point, I am unsure if Freedom Mortgage is a legit mortgage company that will be refunding my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20904
Submitted Via: Web
Date Sent: 2021-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My husband lost his job due to XXXX, and I was struggling to pay my loan. They told me that I could place my loan into forbearance status. I was approved yesterday for the forbearance. On that call I discovered that they added approximately {$30000.00} worth of fees to my loan. I believe this amount to be excessive. They told me that my payoff is now over {$130000.00}. When I began purchasing the home years ago, I started out closer to {$100000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66104
Submitted Via: Web
Date Sent: 2021-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has not sent me my paperwork for my modification since XX/XX/XXXX was when I first applied for it. It is now XX/XX/XXXX and its still not here. I need the paperwork NOW. Also Freedom Mortgage practices deception when I refinance my loan they put in it I could not get rid of my FHA PMI for the life of my loan. I thought Freedom Mortgage had change they didn't they just got worse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, I purchased a new home from XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. I used the builder 's financing program as it was a good offer. Upon closing I received documentation that the mortgage would be serviced by XXXX, Acct # XXXX. I elected to voluntarily escrow for property taxes and home owners insurance. Everything was fine until XX/XX/XXXX, when I received notice that it was being transferred to Freedom Mortgage, XXXX # XXXX. On XX/XX/XXXX, with no attempt to contact me, Freedom Mortgage sent me a check in the amount of {$4600.00} stating that I was over paying on my property taxes because it had completed an escrow analysis and my property taxes were only {$70.00}! Would that be true, I would be thrilled. I phoned Freedom Mortgage Customer Service and spoke to a representative who asked if it was new construction, yes I replied. He then said to deposit the check, call back and give authorization to Freedom to withdraw the money from my checking account. I promptly replied NO. I did not know this company or its track history for competency and feared it would get into a circular route of sending the money back and redepositing it. I have also been hacked and don't give out that information to anyone. I made numerous calls to the Customer Service line got a variety of representatives who gave me different answers and no one seemed to know what was going on. This added to my frustration. When I spoke with one representative about the next review of the escrow account, his response was not until XXXX, XXXX. Taxes are due in XXXX XXXX, Florida in XXXX. He neglected to tell me I could request an emergency review. I sent numerous letters to a variety of XXXX XXXX XXXX to no avail. Finally, in desperation, I called again and spoke with a representative that informed me she would request and emergency review, that was sometime in the middle of XXXX. In a letter dated XX/XX/XXXX, from Freedom Mortgage, it finally admitted that it had made an error and I should redeposit the funds in the escrow account. It took them XXXX months to discover it's mistake. By the time I received it, I had already paid the property taxes to the Tax Collector of XXXX XXXX in the amount {$4100.00}. I did not want a tax lien levied on the property. I sent a certified mail, return receipt requested, letter enclosing copies of the paid taxes, to Freedom Mortgage, XXXX XXXX XXXX, XXXX, Indiana, XXXX, enclosing copies of the paid bill. Not hearing anything from Freedom, I called to make sure that they had in fact received the copies. I was connected with the Tax Department of Freedom Mortgage and spoke with XXXX who indicated that they had received the letter but no enclosures. To me this was nothing more than holding me hostage for a problem Freedom had created. In other words, go away, and replace all of the escrow funds because Freedom had electronically paid the taxes even though there were no funds in the account. She then told me I should contact the Tax Collector of XXXX to obtain a refund. When I called the Tax Collector of XXXX, I was informed that it had electronically rejected Freedom 's attempt to pay the taxes, and that the Tax Collector of XXXX does not accept double payments. I called XXXX back and was informed of a fax number that I could resend the information to the Tax Department. She indicated that it would take XXXX days to conduct adequate research. On XX/XX/XXXX at XXXX PM I faxed the required proof of payment. I am a XXXX XXXX and have new and challenging XXXX XXXX related to aging and decided to sell the home as I could no longer maintain it. It is currently under contract and slated to close XX/XX/XXXX. I need every available dollar to use to buy into an XXXX XXXX XXXX and do not want to have this closing held up due to Freedom 's obvious error. I find Freedom Mortgage as a servicing agent to be arrogant, inept, incompetent and not at all customer friendly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33541
Submitted Via: Web
Date Sent: 2021-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Since XX/XX/2020 Freedom Mortgage has refused my Loss Modification mortgage package even though I am well qualified for a Loss Modification with an increase in both my wifes and my income. I have been denied 20 times due to missing documents that have been looked over by 3 people my attorney, mediator, and myself. We are all in shock on how Freedom mortgage continues to ask for more uncompleted documents that they claim have not been submitted or making any excuse to not complete the revciew. My attorney believes they are purposely trying to stall the process and deny the approval just to deny it based on no evidence that we are not qualified. Company of complaint : Freedom Mortgage Email address : XXXX Mailing Address : XXXX XXXX XXXX XXXX XXXX NY XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11552
Submitted Via: Web
Date Sent: 2021-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Called today XX/XX/24 to tell them the covid 19 recovery modification documents did not explain why the partial claim is 44, 000 when our past due currently is 33,000.00 from covid 19 forbearance and the agent tried to say that that was with not including addtl taxes and interest which is wrong, my mortgage statement show the 33000.00 includes taxes and interest and principle. They want me to sign a loan modification with no explanation on why my partial claim is more than my past due, please help ( this is 2nd complaint here, first one no one responded, XXXX XXXX XXXX XXXX, XXXX, Mi XXXX 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: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: To whom it may concern ; Can you assist? In XXXX ( XXXX ) I was notified of a mortgage increase of ~ {$300.00}, going from {$1600.00} to {$1900.00} beginning XXXX. When I inquired, i was told it was based on escrow prediction to compensate for XXXX Tax and insurance payments. The predicted difference equates to ~ {$3600.00}, which the increased the monthly mortgage payment without giving me an option to make up the difference. I request to pay the difference lump sum to prevent me from having a hardship making the monthly payments. They refused and said it was not an option, and that all I could do was pay a shortage amount of {$1500.00}, and my monthly would only be adjusted to {$1800.00}. I pleaded with Freedom and explained the monthly increase would create a hardship, and I could pay the full amount of the projected monies to compensate for the predicts and maintain my manageable monthly mortgage of ~ {$1600.00}. They refused. I sent the {$3600.00} ( XXXX ) to escrow of which they added to my account on XXXX they initiated an escrow refund ( see XXXX ). It is apparent that Freedom is not interested in working with me for there payment, however it is apparent they are creating a hardship for which I could lose my home. Can you assist? If they have the monies to compensate for their predictions, and keep my monthly payments manageable, why not unless this is considered a predatory action to force the loss of my home. Please assist. Re XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20708
Submitted Via: Web
Date Sent: 2021-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX our mortgage was purchased by freedom mortgage. On XX/XX/XXXX they claim to have issued a escrow analysis. We never received it. With no other communication we were unaware our mortgage payment was going up. I have our payments set to autopay from our bank account. I called freedom mortgage on XX/XX/XXXX when I received a letter stating that they did not receive my my payment. After some digging it was discovered that they increased our monthly payment due to a shortage in the escrow. The shortage in the escrow was due to freedom mortgage payment my property taxes as well as property taxes for another parcel not owned by us. They did receive my payment for XXXX installment but it was short the adjusted amount we were unaware of. Because it was not a full payment, they placed the payment in an unapplied funds account. They stated that they did in fact perform the error as it relates to my escrow payment for taxes. However, until they received the money back from XXXX XXXX I needed to pay the inflated monthly payment and I would eventually get my money back. This is unacceptable for the customer to have to pay an incorrect inflated payment due to an error on behalf of the mortgage company. Not only that, but the late payment notice was issued XX/XX/XXXX ( XXXX days before the grace period ends ) and stated I needed to pay {$1900.00} which is what I had already paid. In addition their XXXX states my minimum payment due is {$1900.00} as well. The representatives I spoke with regarding this both said the correspondence is incorrect and the XXXX is also incorrect. How can anyone trust a company that can not communicate accurately via writing and their automated ivr the correct information? As of today XX/XX/XXXX ; freedom mortgage still refuses to apply my {$1900.00} to my mortgage loan while they sort out the escrow error on their end. They have threatened to charge late fees and report my late payment to the credit bureau. Im scheduled to make my next loan payment XX/XX/XXXX and they are stating it must be the new payment amount of {$2000.00} plus any delinquency. Again, why is the customer having to foot the bill for the mortgage companys mistake? An escrow issue should not impact my principle and interest.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: 1. FREEDOM MORTGAGE XXXX Account Number : XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your XXXX and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX and XX/XX/XXXX. I immediately disputed this information with FREEDOM MORTGAGE XXXX and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( XXXX ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the XXXX. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We refinanced our mortgage, and in a letter dated XX/XX/XXXX, Freedom Mortgage ( our initial mortgage company ) confirmed that the loan had been paid off. I failed to stop automatic drafts and we had an escrow balance, so the company owed us {$4900.00}. The check did not arrive, so I contacted the company in XXXX, fearing that the check had been stolen from our mailbox or not delivered to the correct location. In this phone call, I was told that the company would stop payment on the initial check and reissue another one. This check never came, so I called again on XX/XX/XXXX. In this phone call, I was told that the person who handled my first inquiry in XXXX wasn't actually able to initiate a reissue of the check, since it hadn't been 30 days since the original check was issued. Evidently this problem had been disregarded, no one followed up with me, and no check was set to be reissued. On this same XX/XX/XXXX phone call, during which I spent roughly an hour on the line, the Freedom Mortgage representative set up yet another reissue. I requested that this check be sent certified mail ( which I said I would pay for ) so it could be tracked, and they said that was not possible. I asked if I could be notified when the check was sent, and they also said that was not possible but I could call again 48 hours from that phone call to follow up. I called back on XX/XX/XXXX, and the representative said that the new check was to be dispersed no later than XX/XX/XXXX and I could call back to check again. I called for a fourth time on XX/XX/XXXX, when the check had not yet arrived, and the representative confirmed that the check was mailed XX/XX/XXXX, and my only recourse was to call back again on XX/XX/XXXX to have it cancelled and reissued again. There is no place on their online portal to handle an issue like this in a timely manner, so it seems that my only option is to sit on the phone for extended periods of time. I have received all other postage without issue from Freedom Mortgage for the duration of our time as customers. I was told that the only way for this company to get our money to us is through a check sent in the mail. It has now been nearly four months and the company has failed to provide the money we are owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75243
Submitted Via: Web
Date Sent: 2021-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A