Date Received: 2021-10-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This started back in XX/XX/XXXX with Freedom Mortgage when I was separating from my estranged husband and this company ignored all documentation sent for a Deed In Lieu of foreclosure request. They had us fax the documentation and then wait for a response. I never received any acknowledgement of the receipt of my paperwork despite constantly writing and calling. The home eventually foreclosed and I was going through too much at the time ( hospital stays, loss of a job at a company where we both worked ) due to the ending marriage, etc ) to keep fighting with them. Fast forward to XXXX and after the devastation of the pandemic, I have being calling them time after time to find out why there's still a balance on my credit report despite them telling me over the phone that I owe nothing. 1. The balance they have is bringing down my XXXX score, but it is reported correctly on XXXX. 2. I've disputed this many many times, and the amount has changed a few times but not to {$0.00} like they said it should be. 3. I've called and they said they could provide written documentation, then turned around 2 business days later to say they couldn't. 4. They told me to email their credit department because they could get me a copy. SURPRISE, they never answered the email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage raised my payment XXXX XXXX They said was because I needed an escrow cushion, now I don't pay taxes so they can't raise and my insurance just went down. I pay extra on my payments so why do I need a cushion. They say I'm short by XXXX minimum balance of XXXX, required minimum balance of XXXX. Now in 14 yrs I've never needed a escrow cushion. I haven't had problems like this since XXXX XXXX but those got straightened out.I don't lie I don't steal and I don't cheat. I will not stop I will not quit until I get this straightened out.I will be talking to that broker who hooked me up with freedom mortgage and the Attorney General I'm coming..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 61244
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am XXXX XXXX XXXX and I am submitting this complaint myself and there is no third party involved. Also, I would like to request your verification of the aforementioned items. If you can not prove the accounts information to be 100 % precise, please correct or update them right away. FREEDOM MORTGAGE CORPORATION XXXX Date opened XX/XX/2016 Balance {$120000.00} // Late Opened
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33073
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Loan originator, XXXX XXXX XXXX ID # XXXX was unresponsive and misleading in describing cost associated with refinancing mortgage held with existing lender ( Freedom Mortgage, NMLS ID # XXXX ). Process was initiated in late XX/XX/2021 and concluded in early XX/XX/2021 when I declined to close without an explanation of closing costs that were added to loan without disclosure. Throughout the experience, Freedom Mortgage and their associates were unresponsive to multiple calls and emails
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80005
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am trying to get a short sale approved and had a forebearance approved. Forebearance expired during this time and I had an accepted offer from a buyer dated XX/XX/2021. As of today there has NOT been an approval on short sale due to an appraisal. First appraiser cancelled on the day of, FREEDOM MORTGAGE keeps saying they would escalate and have a BPO done NOW they are saying because loan is USDA it has to be an interior inspection appraisal. No one calls me back I have to have my realtor call them TWICE a week for months and they knew the forebearance was going to expire. It is almost like they let it expire on purpose to make me have to have a foreclosure. They told me I have to be living in home so I can't even try and look for a place to live. I am a senior citizen and my health is compromised. Now that forebearance is expired. The excuse is that an appraiser has not accepted assignment and the one that did could not do it because he did not have credible comparisons.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93637
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage just acquired my mortgage from a different servicer. It hasn't even been a month. But i received a letter from them that I do not have Hazard insurance ( which i do ), therefore they purchased it for me and it will cost significantly more. The previous mortgage company should have the insurance on file and, since they purchased my mortgage, they should have received it. But if they didn't they must give notice for me to provide the insurance before they go ahead and purchase it. This seems like a scam and I would bet they are doing to many more people, probably putting people in financial trouble with this unexpected cost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2021-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: n late XXXX of XXXX I was contacted by an associate from Freedom Mortgage Company by the name of XXXX XXXX Via phone while I was at work. She left a short voicemail asking me to return her phone call saying it was regarding my home loan. I returned her call while I was on lunch thinking it was an urgent matter. XXXX explained it was regarding a refinance and that my mortgage payment would be lower and that my interest rate would go from a 2.75 to a 2.25. I expressed to her that i was comfortable paying what i was paying and that my interest rate was decent where it was at. She asked that i contact her later when I had more time so that she could cover the details. Slightly intrigued with the lower monthly payment, I called her back on my way home from work. She explained the minor details via phone and sent me an email with information of new payment amount, rate and how to get started. I completed the task as promptly as i could within a few days, and was told that if XXXX had any questions to call her, or email her and she would get back to me. Maybe two weeks or more went by, I did not her back from XXXX so i reached out to her via phone and email. No response. XX/XX/XXXX I received new documents via email to review and sign. I did not completely understand the documents and the process, so I tried to reach out to XXXX again via phone. No response, XX/XX/XXXX, I sent XXXX an email to follow up, i did not want to miss out on the opportunity to have a lower monthly payment and lower rate so i began calling Freedom Mortgage Company to talk with any one to help me regarding the refinance process. XX/XX/XXXX. I received an email saying that i needed to send additional information. It was the same information i already sent. Still no response from XXXX XXXX. XX/XX/XXXX Freedom Mortgage Company expressed they did not have my home insurance policy on file. Freedom has had this information since I purchased my home. Red flags I also received a phone call around the same time from a new associate by name of XXXX XXXX. He re-opened my application and resent me documents to sign. This would be the last time i would hear from XXXX XXXX XXXX. After various document signing back and fourth from XX/XX/XXXX to XX/XX/XXXX XX/XX/XXXX I received an email regarding closing dates and meeting with a notary for XX/XX/XXXX. @ XXXX. I also was contacted by a XXXX XXXX around the time explaining that the closing date would not happen and that my refinance was not going to go through because I had delinquent taxes on my property. I had no idea what was going on. I am a new home owner and did not completely understand how i could be delinquent in taxes when all of my taxes where impounded into an escrow account that Freedom Mortgage Company was managing. I reached out to XXXX several times with no return calls or emails. This delinquent tax situation impeded my closing date. After researching this information with my county, I found out that the difference between annual and supplemental taxes and was greeted with a hefty {$4000.00} dollar bill. To be clear in order for this refinance to go through I would need to pay the taxes in full. Since this was the fault of me being ignorant i tried to be patient with Freedom Mortgage not telling me this information sooner, I was also contacted by a Freedom Mortgage associate named XXXX saying that the balance of the taxes may be able to be applied to the back end of the loan and that everything would by taken care of and that she would be in contact with me if something changed. Between XX/XX/XXXX and XX/XX/XXXX I was contacted by a Freedom Mortgage Company via email and phone setting the new closing date for XX/XX/XXXX @ XXXX. I was also told that I would not need to worry about XXXX and XXXX mortgage because doing that pending a closing refinance Freedom would just have to cut a check to cover the over payment. XX/XX/XXXX I received a Closing confirmation. On XX/XX/XXXX @ XXXX in the morning i received an email from XXXX XXXX a totally different Freedom Mortgage Company associate expressing that the closing documents that were intended to be signed that same day @ XXXX were not going to be completed pending the delinquent taxes. I was livid. I called emailed and called XXXX immediately, She expressed that the taxes were not able to be placed on the back end of the loan, and that in order to move forward i would need to pay in full. I expressed to XXXX that it was the XXXX well passed the XXXX my regular monthly payment is now overdue and that I didn't have the capital to pay both the XXXX dollar mortgage plus the XXXX dollar tax bill before the XXXX of XXXX She did nothing to help my dire situation. At this time i was extremely frustrated and highly stressed. So many different associates dealing with my account and none of them on the same page, offering assistance, and none of them helping me fully understand what was going on. I was able to figure out how to pay my back taxes with my credit card, but was still certain I would not be able to pay my mortgage until the XXXX of XXXX. XX/XX/XXXX I received documents to sign and new closing disclosures. XX/XX/XXXX I met with notary signed documents and thought this entire worst situation i have had to deal with in my entire life was behind me. XX/XX/XXXX I received an email about some errors were made, and the original payment i signed for was going to be increased by {$330.00} dollars. XXXX dollars more than my original payment. My first thought was they made a mistake, because I wouldn't refinance to have a higher payment. I called numerous times while i was at work and was put on hold several times. I asked to speak with management because XXXX XXXX the loan originator was very difficult to reach, and never returns correspondence. No management was available to speak with either. I left my information and number for management to please return my call. NOTHING. I called Freedom Mortgage Company after work and was put on hold several times before finally talking to a XXXX in from the closing team. XXXX throughout this whole 5 month ordeal was the only person from Freedom Mortgage Company that offered his time and concern. He broke down what, when and why and helped my understand the reason for the increase, sighted other situations that were similar in California, and gave me options to make it a clear decision. I explained to XXXX that this same situation happened the month before and that i feared if i did not sign the new documents to close I would be another 30 days late on my mortgage. Regardless of what was told to me by Freedom Mortgage Company my credit score was affected by XXXX points negatively because of the false information given to me by there associates. The decision to move forward with the refinance was a no brainier regardless if the payment was higher then what i originally signed for or not, because of the bogus communication and unprofessional ism of Freedom Mortgage My credit is ruined and now i am stuck in a loan that i did not agree to originally.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92596
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I worked with XXXX XXXX and others at Freedom Mortgage on refinancing my mortgage on an investment property in XXXX, TX earlier this year. I was told throughout the process that I would not be paying any points on the mortgage. In the very last couple of weeks, after *months* of working to making the refinance happen, getting the appraisal done, sending lots of paperwork, etc., they told me that I have to pay {$1000.00} in points, and if I don't like it, too bad. I complained and was told too bad, sorry. Given how invested I was at that point and that my other options I had looked into were gone, I went ahead and paid them to get it over with. I filed a XXXX complaint in XXXX. They eventually paid me {$500.00} of the {$1000.00} owed but are refusing to pay the rest. The XXXX complaint is ongoing. They keep making different claims, without proof, about how I caused delays in getting the refinance done, and I keep providing proof to the contrary, including emails and documents from their representatives recognizing and showing that they are at fault for the delays with the refinance. From the beginning, they told me verbally and suggested by email that the points would be on the Loan Estimate because I haven't yet shown via appraisal that I have 25 % + equity, but once I do, there would be no points. An early email : Me, in email to XXXX XXXX, Loan Advisor with Freedom Mortgage ( NMLS # XXXX ), on XX/XX/2021 : " The documents do show points/fees. Just to confirm, if my equity in the property is over ~22 %, I won't have to pay those points/fees, correct? '' Her response via email : " In regards to your first question if your home is 25 % or more in equity the points would be adjusted yes. '' Throughout the process, they would constantly acknowledge over the phone that they will/should remove the points, but avoided it in writing. I have copies of many many emails I sent specifically about the points that they simply ignored to minimize the paper trail of what they were doing. Late in the game they did acknowledge it in an email but then did not follow up : An email from XXXX XXXX ( Freedom Mortgage representative ) to XXXX XXXX, XXXX XXXX ( I believe XXXX 's supervisor ), and myself : " I spoke with Mr. XXXX and he was initially told that there would be no points being added to the loan. Are we removing those points? He is set to close on the XX/XX/XXXX. Can you please advise if when can proceed. " I sent at least *6* follow up emails asking for a response, but they never responded in the email thread.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2021-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am filing this complaint on behalf of both myself and the other borrowers that I assume are receiving the same dis-organized, confusing, and abusive treatment when trying to exit the COVID-19 Forbearance process. I suspect that this is systemic within Freedom Mortgage as they try to ramrod borrowers into signing documents without proper time to evaluate their options. The CFPB very publicly notified both borrowers and mortgage servicers that the kinds of abuses visited upon consumers during the mortgage crisis of the last recession would not be tolerated. It appears that it fell on deaf ears in so far as Freedom Mortgages process is concerned. On XX/XX/2021, I notified Freedom Mortgage that I intend to retain my home and am ready to resume making the monthly payments. Their representative told me to expect a package of documents within 7-10 days to start the process. XX/XX/2021 ( on or about ) attachment # 1 was received even though it is dated XX/XX/2021. XX/XX/2021 ( on or about ) attachment # 2 arrived even though it is dated XX/XX/2021. It said that I must accept the offer by XX/XX/XXXX. Note that they had not yet received my initial application and related documents. XX/XX/2021 the initial application and documents were put into the mail. See the Certificate of Mailing attached. XX/XX/2021 saw the evening XXXX delivery of attachment # 3 even though the document is dated XX/XX/2021. It contained what appear to be the final legal documents requiring notarized signatures in a very short time frame. Please advise as to the acceptability of this process to the CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97070
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: For my mortgage account : XXXX the site actions do not correspond to how Freedom actually processes their payment. When paying one time or a recurring the customer is given an option to apply an additional sum towards principal ( Identified as " $ Additional Principal '' OR " Principal Only '' ). Despite this option Freedom actually recoups interest from these payments. For example : Last payment due : XXXX Principal, XXXX Interest, XXXX Escrow. Paying an additional {$100.00} following prompts for paying towards principal only resulted in this : XXXX Principal, XXXX Interest, XXXX Escrow. So my {$100.00} additional payment to only principal is applying {$97.00}. Seeing as this is an extremely difficult issue for the customer to actually identify I have no doubt that Freedom is exploiting thousands of customers with this shady business tactic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2021-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A