Date Received: 2021-11-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Upon receiving my last bill I noticed I was charged 3 times for the payoff quote I requested from freedom mortgage that I still to date have not received. In refinancing my funds allocated XX/XX/.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My husband has asked this company who is more useless than XXXX why they didnt pull money out thats been over 2 weeks now. No answers. Its still not been pulled. What is going on!
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: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are not struggling to pay our mortgage, per se. Rather, we are ready to start making our Regular monthly payments. I have a USDA LOAN. On XX/XX/XXXX I entered into a forbearance plan. I was told at that time, when the forbearance was over I could resume making regular monthly payments and defer the forbearance amount to the end of my loan. The USDA guidelines for Forbearance under the CARES ACT states the same. I do not have to pay a lump sum at the end of the Forbearance. I called Freedom Mortgage as my Forbearance ends on XX/XX/XXXX. I stated I wanted to resume making my regular payment and defer the Forbearance amount to the end of the loan. They said I have to go thru Loss Mitigation steps and reapply for a XXXX XXXX. This is NOT what I was told and the USDA guaranteed loan website states the same thing I was told at the beginning of my Forbearance by Freedom Mortgage ( XXXX ) I just received paperwork to " apply '' for a Hardship Loan when I already have an USDA Loan. My USDA loan should go back into effect and the payments deferred to the end as I was told by Freedom Mortgage and as the USDA.gov website specifies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We entered into a forbearance program in XXXX of XXXX ( it is now XX/XX/XXXX ) due to diminished income due to COVID-19. We have stayed in CONSTANT contact with Freedom Mortgage. We started telling them we were ready to come out of Forbearance in XXXX of XXXX and exploring which option was best for our situation and we chose to do a Loan Modification. Since XXXX we have had 3 Loan Modification approvals issued and still zero modification paperwork from them. We call multiple times a month and but usually multiple times a week to check the status of the Modification documents. Each and every time we are told a difference version of why we still haven't received them months and months later. We have made a few payments during this process as well because every time we call it's different ; one person will tell us we have to make a payment on xxx date because per the current modification approval it states when the payment is due. So, we make that payment and still hear nothing back from them. We have even had multiple customer service representatives refuse to take payments because it would " mess up the modification approval calculations '' So, we call again and are given yet another date as the first payment date on yet another modification approval. This has hurt our credit terribly because the credit bureaus see the mortgage balance going up every month ( Freedom is reporting the balance every month but " no information '' in the payment history ). This has taken our FICO scores from the 750 's to the low 500 's. We were guaranteed over and over and over again in XXXX of XXXX that choosing the Forbearance option during the pandemic would in no way at all hurt our credit. It definitely has. Like I have stated we have done everything in our power to get back on track and make payments they are on their end aren't doing what they promised. This COVID-19 Relief plan has done nothing but hurt us instead of help us as it was supposed to be designed to do. We desperately need help getting this resolved. We have done everything possible on our part.
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: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/21 I received an Escrow Account Disclosure Statement disclosing that my escrow account was short of XXXX. In the past whenever, I have had a shortage with my escrow I was given the option to pay the shortage to avoid my mortgage premium changing. I called and requested to pay the shortage and was told I couldn't and that my mortgage premiums would increase. In the past I have had shortages of over XXXX and was given the opportunity to pay to avoid this situation. I spoke with an employee ( Employee ID XXXX and he spoke to someone from the Escalation Dept. and they were not able to assist. I asked for policy to explain why they couldn't follow the procedures that most mortgage companies follow in the industry and couldn't find any additional information. It's a small amount, but in this COVID environment I am trying to ensure that my mortgage does not increase ; especially when it can be prevented.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20735
Submitted Via: Web
Date Sent: 2021-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2021 I engaged with Freedom Mortgage Corporation after being solicitated for a low rate VA refinance on an existing lone I had with another bank. Right from the onset and during their application process there was nothing but endless telephone miscommunication with reiteration on my part with different individuals at Freedom Mortgage located in many locations throughout the country i.e. California, Florida, New Jersey, Tennessee, Pennsylvania etc. In frustration I would constantly ask whoever I was talking to if they were working off a central database since I was being asked the same questions repeatedly. I never got a straight answer, Well, weeks later I received a summarized Closing Disclosure outlining the loan terms etc. which looked to reflect the interest rate quoted. They indicated on my approval, their lawyer would schedule an appointment to come to my home to review and sign the loan documents. This meeting almost never happened since one of Freedoms departments never got in touch with the lawyer and my wife and I had to go on standby. Totally unacceptable, the right hand didn't know what the left hand was doing. The lawyer finally arrived masked for the pandemic and he went through the signing at lightning speed barely audible through the whole signature cycle. Let me note at this point that in our last 51 years of marriage and four new home mortgages have we ever experienced this type of frustrating ordeal with a bank... Clearly it was open to potential errors, thus my complaint. Below my response to letter sent to us by Freedom Mortgage Insurance Department on XX/XX/2021 From : XXXX XXXX : XXXX, XX/XX/2021 XXXX XXXX To : XXXX ' Subject : Policy # XXXX XXXXX XX XX XXA Loan # XXXXXXXXXX Attn : Customer Care Dept . Reference Letter dated XX/XX/2021 To : XXXX XXXX XXXX ADDRESS ADDRESS To whom it may concern, On XX/XX/2021 I received a letter from Freedom Mortgages Insurance Dept. concerning a double billing on a Property Insurance policy. The following morning I called your XXXX number and waited hour to speak with your representative. She explained to me that a one-time payment from my escrow account was made on XXXXwhich may short my escrow account, but she couldnt say to whom the payment went or why and referred me to Customer Care for additional information which took another 15 minute wait. During this wait period, I pulled up the Mortgage Closing Disclosure to review and noted under Projected Payment on page 1under Estimated Taxes, Insurance & Assessments, Homeowners insurance was stated YES which is INCORRECT, it should be NO since I set up monthly auto-draw payments with XXXX for both my Home Insurance and Auto Insurance, my 1st payment was paid XX/XX/2021. Never have I ever paid Homeowners Insurance through my Mortgage Escrow Account, only Property Taxes period. Kindly make the proper corrections and adjustments to the Estimated Escrow and Estimated Total Monthly Payment. Look forward to hearing from you in five to seven days. Thank you Their response to my request was in essence " We can not honor your request '' to right/correct the " Estimated Escrow '', " Estimated Total Monthly Payment '' and exclude " Homeowners Insurance from the escrow ''. We have never had a bank blow us off like this and to have a VA sanctioned loan institution do it, unacceptable. We have always held our Homeowner and Auto insurance on budgeted monthly payment plan and not paid out of a mortgage escrow account, this error rendered a non-customer service inconvenience to my wife and I.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I would like to file complaint against my Mortgage Loan Servicer Freedom Mortgage. I lost my job in XXXX due to COVID and no available childcare. I requested a forbearance in XX/XX/XXXX while working partial hours and continued to pay mortgage thru XX/XX/XXXX. On XX/XX/XXXX, I called Freedom to request my final Forbearance. I spoke with a rep named XXXX. XXXX took my Forbearance request and thoroughly explained 3 Recovery plans once the Forbearance ended on XX/XX/XXXX. On XX/XX/XXXX, I called and requested the Recovery Modification plan. The rep thoroughly explained all programs again and also explained a 4th new program called Advance Loan Modification, offered per FHA. The rep explained that the program approval rate was rare, and most people were not approved. He explained that they automatically reviewed me for this program first and then the remaining 3 programs ; Stand-alone partial, short-term recovery, and Recovery Modification. I explained to the rep my choice was the Recovery Modification. I asked many questions to get an understanding of the program. I explained to the rep that I am a single mom, first time homebuyers and due to the pandemic my salary changed. So, the Recovery Modification Program was the best choice for me. On XX/XX/XXXX I received letter from Freedom stating my application was incomplete and missing title insurance page. The letter stated that I could still be reviewed for the 4 Streamline programs listed above, with an incomplete application. I called Freedom that same day and asked the Rep if I could fax over title page. The Rep stated they would handle on their end and I did not need to do anything. The Rep confirmed that I requested the Recovery Modification option but confirmed that I would be reviewed for all 4 Streamline Programs. Today, XX/XX/XXXX, I called Freedom for status on my request. I spoke with Precious. She directed me to my online approval letter. The letter stated that I was NOT approved for the Advance Loan Modification, Approved for Stand-Alone Partial and NEVER reviewed for the program that I requested, the Modification Recovery Program . Precious incorrectly stated FHA only approved me for this program. I requested supervisor assistance. I spoke with supervisor XXXX XXXX. XXXX apologized and stated I would have to decline the Stand-Alone option in order to be reviewed for the program I chose on XX/XX/XXXX. I explained that they were taking away my options and had not correctly processed my request or reviewed me for all 4 programs they said they would. At this time I would like to file a complaint. It appears that my options are being taken away and I am not receiving the assistance afforded to me as a home owner affected by the COVID-19 Pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased a foreclosed property to renovate with a XXXX loan in XXXX of XXXX for $ XXXX in XXXX, Maine with Freedom Mortgage. I was given a HUD appointed consultant ( XXXX XXXX XXXX XXXX ) to release payments for quality work. My first contractor ( XXXX XXXX ) was inadequate after botching foundation repairs and was ultimately fired but was given money for things he didnt complete ( $ XXXX ). After waiting out a lien sign off refusal, the second contractors ( XXXX XXXX ) started in XX/XX/XXXX. We had a plan to complete a downgraded version of the home but they did not consult town code enforcement before performing work which they were paid for ( $ XXXX ). The problem was first floor beams and foundation but they used most of the renovation budget on other things which left me with a half demolished home. I would have to ask for an additional $ XXXX to complete the home because of pandemic price hikes pushing the price of the home pass its value and my budget. I hired a lawyer to assist but told my case against all 4 entities would be slim and may be more costly than the reward. In XX/XX/XXXX, I hired Real Estate agent and Short Sale Cooperative to short sell the property so I can purchase another home for my family. After 5 months Freedom Mortgage says the house was unlivable and rejected selling to potential buyers. Its confusing when it was unlivable before any renovation which puts me in a Deed in Lue or Foreclosure situation. Since I am a building novice, I just paid mortgage on time and assisted the contractors making sure they got reviewed for payment when requested. I thought the XXXX loan was to protect me from this exact issue but everyone else got paid and I am left without a house, potential debt and credit hit. I could use any assistance to help protect consumers from further professional abuse.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX a property tax sale sign was placed in my yard, stating my home will be sold on the courthouse steps on XXXX. However, I have a FHA mortgage with Freedom Mortgage Corporation and my property taxes are escrowed and paid each month when I pay my mortgage payment. I've had my mortgage with Freedom Mortgage Corporation for almost five years and I've never been late paying my mortgage payment. When I saw the property tax sale sign in my yard this afternoon, I immediately called my County Property Tax Office and they informed me that they still haven't received my property tax payment for tax yearXX/XX/XXXX. So, I immediately called Freedom Mortgage Corporation this afternoon to inform them that my County Property Tax Office said they still haven't received my property tax payment for tax year XX/XX/XXXX and that my property taxes were due by XXXX. I had also called Freedom Mortgage Corporation numerous times early this year regarding them not paying my property taxes and Freedom Mortgage Corporation said they would process my property tax payment immediately and assured me they would mail the payment asap. Freedom Mortgage Corporation withdrew my escrow payment out of my escrow account on XXXX and was supposed to mail the payment on XXXX. However, still to this date, Freedom Mortgage Corporation has not paid my property taxes for tax year XX/XX/XXXX and they never called me or notified me at all that they were still delinquent in paying my property taxes for tax yearXX/XX/XXXX. Nor did I receive any new notices from my Property Tax Office before the tax sale sign was placed in my yard today. Freedom Mortgage said I can redeem my home after it sells on the courthouse steps on XXXX which is absolutely ridiculous, because I didn't fail to pay my property taxes, Freedom Mortgage Corporation failed to pay my property taxes for tax year XX/XX/XXXX. My house shouldn't be sold at all on the courthouse steps at the property tax sale on XXXX due to their negligence. Now, I'm about to lose my home if Freedom Mortgage Corporation does not pay my property taxes for tax year XX/XX/XXXX in the amount of approximately {$3700.00} by end of business day tomorrow ( XXXX ) in the form of a bank cashiers check to My County Property Tax Office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XXXX I paid off my current mortgage with Freedom Mortgage because it was required per my XXXX XXXX. The payoff was almost {$3000.00} too much because I was told they couldn't subtract the Escrow amount and I would get a refund for that. On XXXX I called Freedom because I had not seen that check and I realized that my Ex had put his out of town address on statements that he was getting mailed to him. I told the Freedom rep that if he gets the check he will forge my name and cash it. I was assured that he was not mailed the check and that it went to me at the property address. On XXXX I called again because the check had still not arrived and I was told it was in the mail and the USPS was to blame because they are slow. I again insisted they confirm that the check was in fact mailed to my address, and once again I was assured it was mailed to me at my property address. Wednesday XXXX I was not feeling good about this whole thing, so once again I called Freedom and I was told a totally different story. The check did go to the Ex 's address and I would have to wait 30 days from the date the check was issued ( XXXX ) to stop pay and have another check issued to me. No one can tell me if the check has been cashed, until that 30 days. So my Ex gets my money once again. The lack of customer service, the different story each time I call and the fact that there is no regard to my money getting returned to me in a timely manner is unacceptable. The bank charges me daily interest, where is my daily interest on my refund?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 567XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A