Date Received: 2021-10-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Freedom Mortgage on XXXX XXXX in order to exit the covid 19 forbearance program. I was told that I would get a decision within 30 days. We were approved for the cap and extend motification. However they only offered to drop the interest rate and extend the loan only one month past the original loan date. Our mortgage would be more than what it was pre-pandemic. We have called aleast 7 times in the past month and each we get someone different and different information each time about our options for repayment and about what is needed in reference to our request to extend the loan out to 360 months and to get a lower interest rate. Each time we are told that our request was going back to the underwritter for correction and that we would receive the updated documents They keep assuring us that it will be fixed and we have nothing to worry about .Still over a month later we are dealing with the same issues and with no resolutions. Each person are telling us someting different and are promising to fix it only to call back again just to go through the same thing again after spending hours on the phone. We need help with resolving this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have sent 3 requests to Freedom Mortgage in reference to loan XXXX, on : 1. XXXX ; 2. XXXX ; and 3. XXXX I have attached XXXX documents : A. The email complaint ( 3 submissions ) ; B. Freedom 's Mortage document, email with Movement of Account for my loan ; C. Spreadsheet, where I copied ( B from above ) to understand the movement of accounts. In essence, the questions that I have requested to have answered ( which has not been addressed ) are the following, in reference to the documentation provided by Freedom Mortgage ( document B from above ) : 1. There is a charge of {$500.00}, under Other. This was debited, but never credited- not sure why? Seems to be an unexplained penalty. 2. Amount of {$2800.00} have been removed from principle, why? 3. There are Interest Charges for {$6100.00} for a period of six months the average interest charge is about {$820.00} per months ( XXXX = {$4900.00}, Column O )? Why is there over {$1200.00} in additional Interest Charges? 4. During the month of XX/XX/2021, the escrow balance was {$5800.00}, with an unexplainable debit of {$1100.00} can you please explain? None of these questions have been answered in multiple phone conversations, and even less over email.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hi, I'm making consumer finaince complaint today about my current mortgage lender ( freedom mortgage ). I've had this loan since XXXX of XXXX. I received a phone call from a loan officer in early XXXX of XXXX. The Loan officer informed me that under Bidens administration there's a plan to cover all refinance fees under FHA loans to help Americans with their home loans and to lower interests rates. However, this was all just a sales pitch and was super deceptive. We went to close numerous times since that phone call 7 months ago and between the lies, false promises, underwriting, and closing. Nothing has added up. Several times we was informed we had to close on the day of scheduled closing date that we didn't know was scheduled. We also never received documents before hand to know what the new loan would look like several times and the numbers was never as promised when we did look at the paperwork. After we realized that wed be refinancing the house wit would roughly end up paying XXXX in closing costs, plus cash to close, plus first payment within thirty days. That we would be refinancing our house for the same overall price as what we purchased the house for 2 years ago. That also never seemed to add up giving the fact that our amortization schedule was computing it's generated numbers in itself and didn't match up. I've also paid extra payments and more towards principal each month to support that fact. I have been given the run around so much that I'm absolutely sick of trying to deal with this company altogether. I feel like they have a good scheme going on and its essentially stealing a tremendous amount of wealth.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 827XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2021 our VA mortgage was sold to Freedom Mortgage. XX/XX/XXXX my husband was contacted by XXXX at Freedom Mortgage asking if wed like to refinance. We told him no, but then on the XXXX XXXX emailed me a loan application to sign- even though we told him NO. Then today ( XXXX ) in the mail was another loan application. I do not want to refinance and even though he was told that he completed a loan application on my behalf without my permission! His full name is XXXX XXXX XXXX XXXX XXXX. For reference purpose, when this is passed on to Freedom Mortgage, the loan number at the top of the loan application says XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98370
Submitted Via: Web
Date Sent: 2021-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing you to officially lodge a complaint against our mortgage company. We went into forbearance on XX/XX/XXXX. We came out of forbearance on XX/XX/XXXX. We made a payment for XX/XX/XXXX unaware that we didn't have to start paying for two ( 2 ) more months. Clearly at the start, the payment we made for XX/XX/XXXX, was applied to that XX/XX/XXXX, and subsequently Freedom Mortgage sent us two ( 2 ) documents stating we had to make our next payment in XX/XX/XXXX and NOT XX/XX/XXXX. One of those documents we had to sign, notarize, and overnight back to Freedom Mortgage, which we did ( documents attached. ) We started paying XX/XX/XXXX, as Freedom Mortgage instructed, and on time every month since then. However, the XX/XX/XXXX payment we made was, according to a representative we talked to, applied to XX/XX/XXXX instead of XX/XX/XXXX when we made the payment. By doing that our account shows as if we are one ( 1 ) month past due. We have contacted Freedom Mortgage ad nauseam about the incorrect application of our XX/XX/XXXX payment. We have tried to have this corrected over the phone many times only to be told three ( 3 ) of those times, " Oh yes, I don't know why that hasn't been corrected. '' We have sent a letter explaining this mistake by XXXX Overnight to have proof of their receipt of the letter. We received no reply. I emailed their Loss Mitigation department Monday XX/XX/XXXX, and I called Freedom Mortgage Monday XX/XX/XXXX to see if my email to Loss Mitigation had any results. The woman I spoke to said she could see in our file that it is being worked on, and she said there was a note in our file not to charge us a late fee, indefinitely. To us, this says that they see there is an issue. That is why we are turning to you for help. This has now shown up on our credit reports. We challenged it with the credit bureau, and the late payment was removed, but we do not want this to continue to happen. We feel they made a mistake, and have no idea how to fix it, and that is why it has been five ( 5 ) months now. ALL our payments prior to Forbearance were on time, and they have all been on time since being out of Forbearance. We look forward to a speedy resolution to this ongoing misapplication of funds. Please find the attached documents to which I earlier referred. Should you need any other documents, please let us know. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: An increase of approx {$300.00} for the last few months from approx {$1100.00} to {$1400.00} has caused a financial strain
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 273XX
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We're trying to sell our house and find ourselves looking at a short sale because of a {$58000.00} " silent '' second mortgage that we didn't know exist. We had some foreclosure issues a couple years back, but pulled through. We thought that maybe the silent second was due to fees and interest and legal fees, but that's still an incredible amount of money and it was never explained to us. We had a banker look at the situation and he said that the silent second was the down payment on the house that we couldn't afford to pay. We bought the house under an FHA loan because of the low down payment. We were never told that this second mortgage was being initiated or that we owed that amount of money. No account number was ever provided to us, no explanation, and when we log into our mortgage portal to make payments the $ XXXX isn't there. We can't possibly make payments on it if we don't know that it exists. In the end, this silent second is deceptive and unfair, if not predatory. I feel as though we were duped into signing something, either at closing or at the execution of the loan modification post foreclosure, that we couldn't possibly understand on our own. This $ XXXX seems fraudulent. They refuse to provide an itemization of what is involved in that $ XXXX as well. Again, how are we to be expected to pay on something we A. ) didn't know existed, and B. ) don't have any information for? It's clear that Freedom Mortgage preyed upon us and deceived us just to sell us a home we probably couldn't afford. Now, we're stuck holding the bag as we're trying to get out. Unfair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In the last week of XX/XX/2021, I received a letter from my mortgage company, XXXX, stating that my mortgage was being sold to Freedom Mortgage, and that all payments would need to be directed to the new mortgage company starting XX/XX/2021. I paid the mortgage payment to Freedom Mortgage on XX/XX/2021. When my loan was moved to Freedom Mortgage, my XXXX statement said that my escrow account balance was {$4000.00}. I checked my Freedom Mortgage statement on XX/XX/2021, and my escrow account is now at {$1400.00}. There have been no taxes, insurance, or any other payments made ( they are not currently due ). I called Freedom Mortgage on Tuesday, XX/XX/2021 and asked them why my escrow balance is now almost {$3000.00} lower. They put me on hold multiple times without answering my question and then hung up on me. I called again and was again put on hold. Finally they told me " a check was sent to me. '' I never received a check. They will not provide me with any further information. If a check was sent, why can't they give me a tracking number for it? Today, Wednesday, XX/XX/2021, I received an online message on their customer portal stating that they are going to start an investigation into my question. This still doesn't answer my question. Where is my {$2900.00}? If they really are sending me a check, why did they not send me an email, call me, or send me an online message? I am greatly concerned, because this is my money that has suddenly vanished. Freedom Mortgage has been awful in communicating with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32967
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought a house on XX/XX/2020 and Freedom Mortgage was the mortgage company. I put a down payment of less than 20 % down on the mortgage and they added the XXXX Mortgage XXXX ( PMI ), which is standard. After some appreciation and paying the the principal balance, this past XXXX I had an appraisal down and found my balance was over 20 % of the appraised value. I contacted Freedom Mortgage and they kept passing me around to different departments, and with different excuses so they did not have to offer me a solution, including that I had to have the PMI for 2 years ( which I didn't not see in the executed mortgage documents. I finally was told that the department that I needed to contact did not have phones to take calls!!! But they said they would send my information to that department that would get back to me. I later received a form letter saying that unless I made an improvements to the property ( which I didn't ), that I wasn't able to eliminate the PMI fee. I contacted them again 3 times and I received the same letter, until the last time I was told my account was under consideration to have the fee waived, and I would get an answer in the mail. 1-2 weeks later, I received the same form letter. This time, I am talking to Freedom Mortgage while typing this complaint and they are telling me there are guidelines required by Fannie Mae and XXXX XXXX saying this PMI can not be removed for 2 years. I feel trapped with nowhere to go. I am over XXXX and believe this may be happening to several people. I want them to do an approaisal at my expense and eliminate this " free '' money they receive.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33020
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Freedom Mortgage Attention : Customer Service : Subject : Loan [ XXXX ] XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX This is a " qualified written request '' under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). I am writing because : The service received from day one has been very unprofessional and subpar. Please note I closed on XX/XX/XXXX and a notary came to my home. I signed all of the required documents and thought things were completed. Freedom Mortgage didnt realize the closing had taken place and sent a second notary to my home to finalize things. Just recently I received a check from Freedom Mortgage for {$3100.00} which came from my escrow. The check was sent to me in error ( mishandling ) of funds. The removal of those funds from my escrow caused my escrow to have a negative balance at that time. Freedom Mortgage withdrew my XXXX payment for the increased amount which caused several payments to be returned as non-sufficient funds. Please note multiple calls as well and written communication have been made to Freedom Mortgage. Most contact results in my questions/ concerns being unanswered to my satisfaction. Ive been mistreated and my account has been mismanaged since day one. Please note Ive been passed around from one customer service person to another to no avail. Finally I was put in contact with XXXX XXXX. Mr. XXXX has tried to make sense of things. Please note the unprofessionalism and mismanagement of my mortgage has caused my stress level to elevate. The withdrawing of the increased mortgage payment caused me a hardship. I pride myself on maintaining a good credit profile and situation like this can cause negative information to be reported to the credit bureaus. Ive been pulled away from my work trying to resolve these matters, often the hold times are unacceptable and most calls end in no resolve. Please advise what can be done to compensate me for the unprofessionalism and mismanagement of my mortgage. Ive made the XXXX payment in good faith. It would be nice if XXXX payment could have been waived and my account credited for the inconvenience caused. I can be reached at : ( XXXX ) XXXX. I understand that under Section 6 of RESPA you are required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A