Date Received: 2021-10-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2021 Freedom Mortgage reported to the credit bureau that we were delinquent on our XXXX payment. We made our XXXX payment by sending in 2 separate payments in XXXX. In XXXX we decided to refinance with another company. I had already sent in one payment towards XXXX payment which they reported they received on XX/XX/XXXX. We did a stop payment on the 2nd payment that was sent in on the XXXX of XXXX. I then called on XX/XX/XXXX to have our first XXXX payment refunded because we found out wed be closing on our new loan in XXXX and wouldnt need to make the XXXX payment. A few days later we received the refund. I received a letter in the mail stating we were late for XXXX and so I inquired. I looked into my account and noticed instead of them refunding my XX/XX/XXXX payment, they refunded my XX/XX/XXXX payment causing their system to make it look like we hadnt paid our XXXX mortgage. This resulted in a late fee and then requiring us to pay for XXXX, which had already been paid. I contacted Freedom mortgage on XX/XX/XXXX to dispute this action because we had done everything correct. I sat arguing on the phone with someone for 2 hours trying to explain how they had done everything wrong on their end until I finally asked for a supervisor. The supervisor, XXXX XXXX asked that we send in proof of payments, which I sent to her via email on XX/XX/XXXX. I have yet to hear anything back on a resolution. I have emailed 4 times for an update. Our loan was paid off on XX/XX/XXXX yet shows us as late on XXXX payment. I am beyond frustrated with this company and just want things cleared up!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54016
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We accomplished an IRRL with a closing on XX/XX/XXXX. We have been with Freedom Mortgage since XX/XX/XXXX. We switched our homeowners insurance companies selecting a local servicer with lower rates in XX/XX/XXXX. Freedom Mortgage paid XXXX ( XX/XX/XXXX ) {$2000.00} for homeowners insurance for the period of XX/XX/XXXX-XX/XX/XXXX. In XX/XX/XXXX, Freedom Mortgage paid new insurance provider, XXXX, {$1600.00} for the period XX/XX/XXXX-XX/XX/XXXX. In XX/XX/XXXX, XXXX refunded {$2000.00} to Freedom Mortgage and was put into our escrow account. Freedom Mortgage has decided that we owe, for escrow shortage, {$3600.00}. Our taxes have decreased by {$100.00} per year. Our homeowners insurance has decreased by {$400.00} per year. Our escrow monthly payment was {$780.00} per month. Effective, XX/XX/XXXX, our monthly escrow payment is {$760.00}. However, even though our taxes, insurance, and monthly escrow has gone down, Freedom Mortgage insists that we must pay an additional {$300.00} per month towards our escrow shortage. After multiple discussions with representatives from Freedom Mortgage, they are unable to adequately explain or justify the change. Additionally, they will not re-compute an escrow analysis. The additional amount per month is an excessive financial burden and incorrect in its calculation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX XXXX XXXX veteran with a home Mortgage through freedom Mortgage. Because of my XXXX status, I have an approved 100 % property tax exemption from the state of Illinois. On XX/XX/XXXX, I called freedom mortgage to request that my escrow reanalysis occur in order to take this exemption into account. I sent the approved exemption and the new tax bill of {$0.00} to the tax department as requested. An escrow reanalysis occurred, and I received a letter stating that my monthly payment was lowered but that I still would pay a substantial amount into escrow every month for taxes. I then spent the next 3 months waiting on hold and speaking with the tax department and escrow department. EVERY person I spoke to realized the error, said they would fix it, and send it back to the escrow re-evaluation to have the escrow fixed. I would then receive a letter in the mail saying their was no change. I have spoken to the tax department, I have had my case elevated and I have had assurances that the error has been fixed. Then when the escrow research or reanalysis is conducted, nothing changes. Literally every person who I have talked to on the phone has said I am correct, but yet the problem persists. I then made the mistake of choosing to conduct a IRRL refinance with Freedom Mortgage in hopes that the issue could be resolved that way. I spent about 5 weeks speaking with my mortgage officer and the underwriters to get the correct closing documents showing that I paid XXXX taxes. Finally, on XX/XX/2021, I was sent closing documents showing that my escrow would not include taxes. The closing scheduler on the phone assured me that everything was taken care of. When the closer arrived today, property taxes were put back into my closing disclosure. If this is not resolved today, I will be cancelling my refinance with freedom mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60201
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage was paid off on XX/XX/XXXX but refuses to refund the balance in my escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55343
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are on covid forbearance till XX/XX/21, we even had an email from XXXX ( XXXX ) XXXX ( supervisor ) verifying we would not be removed off forbearance till XXXX, an agent told me today someone removed my forbearance XXXX without my knowledge, an agent statedthats how they do it. Also she they denied ne for streamline refinance??? I never applied for a streamline refinance, whatever happened to HUD FHA partial claim and covid loan modifications? I requested i wanted consideration for HUD Hamp/ Partial Claim and was sent letter with a full page of requested checklist of documents including tax returns, doctors bills for a Reduced Documentation Hamp/partial claim which per HUD only requires a 1 month payroll proof document, Freedom Mortgage is making it a very confusing process, not following HUD guidelines, i need resolution asap,
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: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My old mortgage company XXXX XXXX switched me over to Freedom Mortgage on XX/XX/XXXX and when I logged on to my portal with Freedom Mortgage I noticed that my account is in Active Loss Mitigation. I called them on XX/XX/XXXX to ask them why was my account in active mitigation and they told me it was because my previous Mortgage company XXXX XXXX sent them my loan over with me being in the COVID forbearance program, '' which I wasn't and never in ''. After they looked at the paper work they notice that the Covid forbearance program was dated XX/XX/XXXX through XX/XX/XXXX and that they will remove it from my account by XX/XX/XXXX. When XX/XX/XXXX came I logged on my Freedom Mortgage account and noticed that it have not been removed. So I called Freedom Mortgage again on XX/XX/XXXX and I was told that it has been removed that they just have to update the computer systems that's why its still showing loss mitigation. Then I called again I believe on the XXXX and then I was told that it was never even put in the system to be removed and that now they put the ticket in to be removed. I spoke to XXXX that day and she was very rude, I spoke to the supervisor about her that day also. Then I was told another date XX/XX/XXXX that it will be done and removed. So on XX/XX/XXXX I checked my Freedom Mortgage online portal and my account is still in Active Loss Mitigation. So I call again and this time they don't give me a date they tell me it will be removed in a couple of days. I also emailed the Loss Mitigation department twice once on XX/XX/XXXX & XX/XX/XXXX about this situation and I never gotten a reponse. Now it's been over a month and it still has not been removed from my mortgage account. I never missed a payment before and I never enrolled into the COVID relief program so I do not know why my account is in Active Loss Mitigation and Freedom Mortgage is not removing that status from my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33319
Submitted Via: Web
Date Sent: 2021-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received a letter yesterday from XXXX XXXX stating that they were canceling my Homeowners policy due to a lack of payment. Freedom Mortgage purchased my mortgage from the previous administrator including processing of the escrow account. During the trasfer process I received multiple assurances that everything would transfer over and take no action on my part. They have collected my escrow payment every month and I am make every payment in full and on time. When I called I was put on hold repeatedly and bounced from representative to representative before being connected to a XXXX XXXX in the insurance department She refused to provide her full name. She repeatedly mentioned some other insurance company that I have never heard of and how I could pay that policy instead. Eventually I convinced her to reach out to XXXX, she still repeatedly mentioned this other company and how I could overnight pay them from the escrow or pay them out of my own pocket. I feel like they were pressuring me to take on their own affiliated product. I was told that now my policy with XXXX had been cancelled. Now I dont even know if I have a valid homeowners insurance policy or if they have just taken my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30161
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I purchased my home on XX/XX/XXXX through XXXX XXXX company. My mortgage was sold to Freedom Mortgage ( FM ) shortly after. I have never been 30 days late on my mortgage payments- even when I was unemployed for 9 months in XXXX. I always make my payments on FM 's website, but I have had a number of occasions where the payment did not get processed for whatever reason. I am certain that I made online payments between XXXX and XXXX. I have received no phone calls, emails, or letters from FM regarding a delinquent payment until XX/XX/XXXX, which I opened today. The letter was dated XX/XX/XXXX and stated that I was delinquent for XXXX. I was beyond confused. So I immediately made a payment in the amount of {$1400.00} and called FM due to concern that the delinquency had been reported. I spoke with XXXX, a supervisor with FM, explaining my frustration that I should have been notified BEFORE the payment was 30 days past due - meanwhile, FM has consistently called me ( as well as emailed and sent letters ) asking me to refinance with it this year alone. She claimed that because I had opted out of paper correspondence, they did not send correspondence. I asked how, then, did I get a statement in XXXX and this XX/XX/XXXX letter stating that I was delinquent. I further asked why I did not get a phone call. She said that FM called numerous times - my phone saves all voicemails, even deleted, for about a year. The last time FM contacted me was XX/XX/XXXX. They DID NOT call me to inform me that the payment was past due. XXXX offered to have their technical team look into the issue, and if they can find that I made an attempt to pay, they will remove the reported delinquent payment. So I posed a hypothetical - what if I made an honest mistake and did not make the payment? I doubt that seriously, but what if I did? Is that not where FM comes in and timely notifies me that I am past-due - as they had done so in the past? When I was on the FM website earlier this month to pay my mortgage and check the outstanding principle for my own personal debt managing purposes, nothing showed delinquent. I fail to understand how FM can get away with reporting a borrower who has a history of timely payments, as well as documented instances of FM 's website not processing my payments, without notifying the borrower first. Now my excellent credit will be tarnished by FM 's purposeful refusal to timely notify me that a payment was not received so that I may cure the issue before it got to the point of negative reporting on my credit report. My husband and I were preparing to either purchase or build a new home- now I do not know how this will affect it. Honestly, I think FM did this on purpose because I reported it to CFPB and the Ohio Civil Rights Commission last year. I think this is payback for making it be a responsible lender, but it is not fair, because I am a responsible consumer. My credit report, before FM 's negative reporting hits it, reflects that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45251
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: When I initiated my refinance with Freedom Mortgage ( FM ) in XXXX XXXX I received my first loan estimate on XXXX. As of XXXX my refinance still had not closed. They were on their fifth attempt to close my loan when I received a call on XX/XX/XXXX to schedule my closing date. However, during the call the person said we actually cant schedule you for closing because the rate lock needs to be extended but this should only take a couple of hours to get done. The next call I received was on XX/XX/XXXX. During this call the person repeated the exact same thing I was told on XX/XX/XXXX! I asked them why were they calling me to schedule closing only to once again tell me the rate lock needs to be extended. When I asked if the rate lock was extended on XX/XX/XXXX, as I was originally told, they didnt answer the question but only said the rate lock was being requested immediately. This is the level of pure incompetence I faced during the entire process since it was initiated in early XX/XX/XXXX. With each failed attempt to close, not only was I then told to continue making my monthly mortgage payment ( at my current higher interest rate ) but then came the repeated requests to update my pay statements, bank statements and approve additional requests to run a credit report. With each new credit check my credit score dropped. It appears there was never any real attempt to complete my refinance because with every failed attempt to close, which was FMs fault every time, they could not provide an explanation for why the errors were occurring. I was only met with promises to get it right the next time and requests for more documents. Closing attempts : # 1 XX/XX/XXXX I identified and communicated to FM that they listed the incorrect appraisal amount on the closing disclosure which resulted in the new monthly mortgage payment including a charge for private mortgage insurance ( PMI ). If the correct appraisal amount was used there would be no PMI. # 2 XX/XX/XXXX closing costs were listed as being financed when I told the officer in XX/XX/XXXX that I was bringing cash to close to cover the closing costs. # 3 XX/XX/XXXX the closing disclosure provided 5 days before closing listed closing cost and cash to close of approx. $ XXXX and $ XXXX, respectively. The closing disclosure brought to closing listed closing costs and cash to close of approx. $ XXXX and $ XXXX, respectively. The new closing costs included a charge for delinquent water fees. After multiple calls to FM, no one could explain why the amounts changed and why there was a charge for water fees when Im already in the property and there was no water bill in their system to support the charge. When I asked why they would be collecting a fee for a water bill on a refinance and when Im already living in the property no one could answer my questions. There was no delinquent amount owed to my water company. # 4 after giving weeks of advance notice of planned vacation in XXXX and the need to complete closing on XX/XX/XXXX, they scheduled my closing for XX/XX/XXXX. I was then told FM would be ready to close once I returned from vacation. # 5 FM called on XX/XX/XXXX to schedule my closing but indicated that since I had not returned their calls while I was on vacation that the rate lock would need to be extended. I told them I had communicated to my customer advocate when I would be back in town and why didnt they simply complete the rate lock extension beforehand. Knowing my vacation plans my customer advocate told me the loan would ready for closing once I returned from my vacation. This wasnt the case. Once again, no real explanation provided except that it should only take a few hours to complete the rate lock. My final and last communication with them was on XX/XX/XXXX. For almost 7 months I was strung along with no real effort being put into my refinance transaction. The only thing FM seems to be concerned about was that I continued to make my mortgage payments, comply with endless requests for documents and continuously checking my credit report which impacted my credit score. After XX/XX/XXXX I stopped accepting calls from FM to schedule my loan for closing. After 5 attempts to close, its shame on me for continuing to believe that they had any intent or were competent enough to complete my refinance. If this was the service they were providing, why would I want to establish a 30 yr. mortgage/ relationship with them. As of the date of this communication, I have yet to receive any communication from FM questioning why I have not responded to them. That right there shows there was no intent or desire to compete my refinance. I have since moved onto another mortgage company that has complete my refinance in 30 days! FM needs to be investigated to determine why they allow things like this to continually happen because if was not an informed customer that reviewed every detail of every document I would have been in transaction with numerous errors and paying more on a mortgage than I should be.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a VA Mortgage through Freedom Mortgage and in XXXX did an Interest Rate Reduction Loan ( IRRL ). Previously I expressed on what I was told on " recorded telephone lines '' to remove my phone number, email, and mail from any further solicitation. I was assured in XX/XX/XXXX that my name was removed to " no further be contacted ''. Since I have been contacted several times by representatives of Freedom Mortgage trying to solicit me to take out an equity line of credit on my residence. In the past 24 hours I have been contacted two times ( XXXX XXXX and XXXX XXXX ) with these services even though I have requested several times not to be contacted. I contacted Freedom Mortgage today at XXXX XXXX. using phone number ( XXXX ) XXXX and again was told on a " recorded line '' to be removed from all solicitations. This happened to me in XXXX and I took out an equity line of credit before the housing crash, resulting in liquidating all of my XXXX and savings to pay off the mortgage in order to move to another state. This is the same strategy that occurred then and will more likely happen in the near future, resulting in over valued homes and the collapse of banking industries. I do not want to be contacted and feel Freedom Mortgage is preying on Veteran 's trying to have them take out monies on the equity of their homes, which I feel is predatory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59602
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A