Date Received: 2021-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX - I inquired about loss mitigation XX/XX/XXXX - freedom sent out paperwork XX/XX/XXXX - I returned the paperwork with the proof they requested XX/XX/XXXX - returned more proof they requested XX/XX/XXXX - noticed my account was flagged as a covid vs just loss mitigation. asked them to fix that and provided more proof of this happening before loss mitigation XX/XX/XXXX - resent more proof that they requested XX/XX/XXXX - received a letter to start making trial payments XXXX made my 3 trial payments per letter. XX/XX/XXXX received a letter that I didn't make the trial payments. XX/XX/XXXX - sent over checks that cleared the bank front and back plus bank statements showing the amount left my account numerous times. XX/XX/XXXX- received a letter from freedom saying that they have found my payments with the days they were received. XX/XX/XXXX - inquired about where I was at in the process was told they didn't have my trial payments, referred them back to XX/XX/XXXX letter, said they would follow up, nothing happened. XX/XX/XXXX - inquired again about where we were at and heard the same as before, was assured this would be fixed. XX/XX/XXXX - inquired what was happening and said they saw something on my account and to call when I need a notary, but said they would be in touch. I heard nothing. XX/XX/XXXX - an overnight package shows up at my house with the final paper work. XX/XX/XXXX - I called and requested a notary appt, as I was told to do. They said they would contact me when they found one to confirm appt. XX/XX/XXXX - they scheduled a notary appt at noon without letting me know. I was not home. XX/XX/XXXX - I contacted them again and said I still needed a notary. They said they sent one. I said no one had told me and requested another one be sent on XX/XX/XXXX. XX/XX/XXXX - I had a notary come out, we signed the final paper work, I brought it to XXXX that same day. XX/XX/XXXX - Loss Mitigation Agreement paperwork is uploaded to Freedom 's site saying my new monthly will be {$1100.00}. I spoke to a rep and she assured me all the flags will be taken off my account by may so when I go on to make the payment, I will be good to go. XX/XX/XXXX - I go onto make the payment and it still says that I am in loss mitigation. I contact them and the rep doesn't know why nothing has been done. Says they will send it to under writing to be fixed and the payments will start in XXXX. XX/XX/XXXX - XXXX bill comes and nothing is fixed. I ask again and they said they have to redo the paperwork, but it is a good thing because the amount will go down. They use my trial payments for XXXX and XXXX payments. I will have to sign papers in XXXX, and make payments in XXXX. XX/XX/XXXX - I ask about the new paper work when I reach out again, because I still hear nothing unless I reach out, and they said they don't see any new paper work but I still should be set for XXXX for a less amount. XX/XX/XXXX - I hear nothing again, receive no paper work, I make an online inquiry. XX/XX/XXXX - I receive a message back saying that my new monthly amount will be {$1500.00} due on XX/XX/XXXX and they will be sending new loan paperwork out again. XX/XX/XXXX - I send a response back saying this is completely unacceptable. I was told it would be lower and now it is going to be $ XXXX higher. I also called in and get immediately transferred to a supervisor who says that I should make a payment of the XX/XX/XXXX paperwork amount to see if that can convince them to honor that????? why wouldn't they honor it?? She has no answer about why nothing was ever done with that payment I said I can make that payment amount as soon as everything is corrected and make that payment going forward and she becomes extremely rude about how I haven't made payments. I explained that freedom has lost payments and continued to lie about what is being done with my account and I am willing to make the agreed on monthly payment as soon as my paperwork is honored and this is all corrected as I have honored the 3 trial payments but the loss mitigation paperwork has not been honored on freedom 's end by correcting what is due on my account. She said she would see what she could do with the underwriting department and call in a week. After she was very hostile and yelled over me, I requested to have another supervisor call me back. She said someone else would call after she did all the work. At this point, I don't feel any work is being done and feel this I have to find an attorney to sort this mess out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55075
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have a 30-year VA mortgage that is owned and serviced by Freedom Mortgage since XXXX. I have consistently made all my payments on time from a specific bank account ( bank account # 1 ) by EFT initiated through the Freedom Mortgage website. In XX/XX/XXXX, I switched to using another primary bank account ( bank account # 2 ). I added this bank account to my online profile with Freedom Mortgage in order to make my XX/XX/XXXX mortgage payment. I made the payment for my XX/XX/XXXX mortgage payment through Freedom Mortgages website using bank account # 2. Rather than pull the funds from bank account # 2, Freedom Mortgage repeatedly tried to pull the funds from bank account # 1, which resulted in me receiving overdraft fees from Bank # 1. I logged into the website again and initiated another payment for the XX/XX/XXXX mortgage bill and requested to pay it from bank account # 2. I waited four days and Freedom Mortgage did not pull the funds from bank account # 2. I called them to inquire into the issue and they agreed to refund me the over draft fees charged by bank account # 1. A few days later, they finally debited the funds for the XX/XX/XXXX mortgage payment from bank account # 2even though I had repeatedly requested that they debit the funds from the account. A few days later, they reported me delinquent to the credit bureaus, even though I was not and had consistently been requesting to pay my mortgage payment from bank account # 2. I called them the same day and spoke to someone in the escalations department. She reviewed my good payment history and spoke to her supervisor. She agreed that the error appears to have been caused by Freedom Mortgage repeatedly attempting to withdraw the payment from bank account # 1even though I ( the customer ) had made repeated requests to pay from bank account # 2. She agreed that Freedom Mortgage would send corrected information to the credit bureaus that my account was not 30 days delinquent because the delinquency was due to their own processing errors. It has now been 8 days since Freedom Mortgage agreed to send the correction to the credit bureaus and that has not been completed. I called their customer service number earlier today, and after waiting on hold for 35 minutes, the agent explained that task was closed without being completed and she initiated a request to reopen it so that my credit information can be updated as agreed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This XX/XX/2021 we received a letter saying our Mortgage was going up from {$1200.00} to {$1400.00}. After calling them and discussing it with them they stated that my home owners insurance was raising my " Hazardous Insurance rate, '' and the city we lived in raised our property taxes which was false because we contacted the City of XXXX, Ohio and they told us we are at 2.0 % tax rate and its the County who does the property taxes and not the city. We received a letter from the County auditors office stating our Home Value dropped Significantly. We contacted our Home Insurance company and they sent us a statement. Our home insurance also stated that this company tells lots of lies to get consumers money. Also Freedom Mortgage stated that after they reviewed our case they forecasted a shortage over {$1000.00} as an escrow shortage which is outrageous. I have never been late on a payment and don't plan to start. I am a XXXX XXXX Veteran using our VA home loan, and a good standing citizen of the United States just check my back ground. Please stop this company from Financially raping hard working Americans and doing this to our families. If you read the reviews about this company they have been doing this a long time and getting away with it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44131
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been in forbearance due to covid for approx. 1 year. XXXX of XXXX I contacted Freedom Mortgage to get back on track and start making pmts again. It is now XX/XX/XXXX and in that time, I have been promised two different interest rates and payment amounts that I have verbally accepted, but they won't send me the paperwork to accept them. One time I rec 'd paper work for a much higher interest than the two acceptable offers, I accepted it then declined it. I've filed a complaint about this company before. The last person I wanted to speak with first occured on XX/XX/XXXX or so. She promised me a percentage rate of XXXX with a pmt of {$640.00} or less since the rate could have also been 2.25 %. This person 's name was XXXX XXXX who is a XXXX ( supposedly ) and she was going to " work her magic '' and call me back that day or the net day ( after she worked her magic ). I have had payment amounts of {$650.00}, {$670.00}, XXXX, XXXX, XXXX, XXXX, - another amount just last week but she caught me at work and I wasn't where I could write it down, but it was another high amount. I spoke with XXXX on XX/XX/XXXX and asked for XXXX but she was conveniently in a meeting. I asked for her boss, but couldn't get him either. But they'd call me back - NO word yet!! and that was 3 days ago. I contacted USDA thru this time, and guess what!? They have NO record of name, address or ss #. I Know it was a usda loan because I called to track down their paperwork when I was trying to close on my loan. Freedom Mtg gives me a decent rate I will accept but they will not commit to it in writing- they drag their feet to be abe to collect higher interest rates and put more in their pockets - or USDA pockets. With covid I can not believe that they do not have a more flexible plan to try to help people get this straightened out. Freedom sends me from one to 3 e mails a day pushing their other products. Yes they can advertise on e mail, etc., but this to me is a conflict of interest where they're trying to put me in a position to give up my USDA benefit ( if there is any ), or until I sign up for one of their loan products. How is this legal? How can they give me an amount that I accept verbally then not follow up with the paperwork? SMH!! I have filed a complaint with the XXXX as well, even tho they are not a member- I wonder why that is? Probably due to the number of complaints they'd get so they prob don't qualify to be a member there. Please- Is there nothing you can do to fix this company? I wanted to refinance to get out of there but I have to make 6 pmts in a row which I have already done. Last XXXX I had to make 3 payments in one month to catch up to where they wanted me to be able to modify to 2.75 %!!! But they did not do that!! I have been making my pmts from that point on but it seems like my balance due on the end of my loan doesn't go down. And they have not followed thru with anything in writing even after me letting other bills go to make XXXX payments in one month. Because I was in forbearance also they have reported derogatory on my credit report stating that I am not making pmts- which I have been for several months. Any assistance you could give me would sure be appreciated!! As we speak, I have Freedom Mtg on my phone holding for XXXX XXXX XXXX Boss ( but if she's a XXXX .... ). Well it has been an hr. on hold. and XXXX XXXX finally came on the line!! She's trying to get ahold of someone to look over my loan or something. This is rediculus and XXXX agrees!!! But she doesn't fix it either!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 491XX
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to COVID-19, myself and the co-owner ( Mortgagees ) of a property under mortgage with Freedom Mortgage company ( FM ) got behind on mortgage payments and were approved for a forbearance. When the forbearance was up, we requested further assistance due to the, still very present, COVID-19 economic problems. A loan modification request was entered early XXXX of XXXX and we were approved for a loan modification on XX/XX/2021. It took appx. 50 days for us to get the modification documents to sign in the mail - more than enough time for interest rates to go up in their favor, however we were still grateful and accepted the new rate. We both signed the loan modification package documents in the presence of a qualified/authorized notary and submitted to FM. It is now XX/XX/2021 and we are sending the same documents to FM for the sixth ( 6th ) time. They continually claim that we have not signed the documents in the manner that they have specified. They requested that " Borrower ( s ) must sign their name ( s ) exactly as the printed line below signature line. '' These documents were signed in the same manner our state IDs, passports, all prior loan documents, and any other document for that matter, have been signed. Despite that and the fact that there are so many legal ramifications to demanding customers forge signatures on documents - and with a real sense of duress, considering the circumstances, we signed as they wanted anyway - yet FM and their underwriters are STILL not satisfied with our signatures. The signatures, mind you, have been verified and qualified by an authorized notary on each occasion. Note that we have to pay for notary services each time out of pocket. At this point, I am convinced that what FM and their underwriters are doing is a means to delay action for as long as possible. Why they'd do that, I'm not sure. Perhaps they are hoping interests rates will change in their favor, or that they can continue to collect federal aid, insurance, or whatever else by keeping us listed as COVID-19 hardship customers in their databases. Whatever the reason, I am sure we are beyond the regulatory time limit for processing and this delay has a severely negative impact on our ability to manage our finances properly and care for our families. One of the agents we spoke to [ XXXX ID # XXXX ] who is a very nice guy, and did all he could to help, mentioned that despite the fact that we have not submitted signed documents, the modification is technically approved and will not impact our ability to make payments, refinance in the future, etc. If that is the case, why in the world do we need to sign and submit these documents???? Please help and do everything possible to ensure this complaint is not used by FM to harm us going forward. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11236
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am XXXX XXXX and I am submitting this complaint myself and there is no third party involved. This company is currently showing 30 days late as reported in 3 Credit Bureaus. I have read enough to understand my rights. The late history should not be showing late because I think I paid on time. The Bureaus are attempting to violate this clear understanding, please reinvestigate the whole information especially the account status, balance, and comments. The Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It May Concerns : My name is XXXX XXXX I was trying to refinance my loan with XXXX XXXX XXXX office was XXXX XXXX XXXX, XXXX NMLS # XXXX XXXX XXXX NMLS # XXXX Mr. XXXX he stayed my loan with him about in XX/XX/2021 after few months later he told me my credit score has dropped during the time doing my loan I didnt charge or did any changes with my credit I was adding my daughter as well her name is XXXX XXXX XXXX XXXX XXXX he reported or updates my income to with my creditors during that time few of my credit card was closing XXXX he was pulling our credit repot weekly to see if my daughter was not charging or use her credit by pulling our credit report thats what brought our score down. XXXX XXXX also request pay out from my Mortgage company four time for payoff which he should have done once in the beginning and one at the end so my loan got Declined due to credit score when I complained to the manager Mr. XXXX he just refunded me the charge that Freedom Mortgage Company charged me for payoff {$100.00} for the credit score didnt want to do any about it Than I tried doing my refinance with my own mortgage company Freedom Mortgage loan offer was XXXX XXXX XXXX loan advisor, I asked him give me a one with cash out and without Figure he did give me with cash out and once I asked Mr. XXXX to give me a without cash out he withdrew my application and stop replying to my email and phone calls with out Explanation tried to Complained XXXX listen to me said XXXX call me back no reply back This MORGAGE Companys are taking loan and at the end Decline loans they do not care about our credit score going down. Now I am refinancing with XXXX XXXX XXXX they want me to pay PMI my understanding when paying PMI is when you dont have Enough equity on your house even with the cash out I have equity should not be charged PMI this is not helping me it is Managing me out of my property During Pandemic we home owners should be getting helped please advise what or how can I help to save my credit score and save my house Regards 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: 94579
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: To whom it may concern : I had been working with my previous servicer for almost 2 years before it got service transferred to Freedom Mortgage. My counseloXXXX XXXX XXXX spoke to a rep from the loss mitigation team. On XX/XX/XXXX we received confirmation that they had received my loss mitigation application and the third party auth for XXXX. We followed back up on XX/XX/XXXX and they confirmed again that they had the documents and my file was under review. Today, we followed back up and spoke to two reps that could not find anything about a review going on. The second person was supposedly a escalation manager with the ID of XXXX. She advised nothing had been going on again. I can't wait another 2 years for another service to mess up on my documents again! I want to save my home!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32773
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XXXX was my loan officer with Freedom Mortgage. XXXX told me she wasn't sure why escrow was on this refinance but not the two previous loans. She said she would send the information to the property tax accountant team and they would reach back out to me with an answer. They never called me back. When the notary came to me house for the signing of of the refinance, I brought it up again that the escrow was not supposed to be included on the payment. The lady then told me to go ahead and sign because it was a simple admin change and I could call the next day and it would be resolved. I called Freedom Mortgage from XX/XX/XXXX to XX/XX/XXXX before I was finally told that I had to pay the additional escrow for the last 4 payments or it would continue to hit my credit report. I had been told numerous times by different employees from Freedom Mortgage that it would not effect my credit until the dispute was resolved. Finally I got a call from a lady saying that I had to pay back the escrow and that they couldn't take it off my credit even though it was their fault. I explained to her that these payments were not late they were paid on time but only had the principle and interest. She told me put a written request to Freedom Mortgage to remove the adverse credit reporting. Then told me they probably wouldn't remove it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78626
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My wife and I sold a previous home in XXXX and the mortgage lender freedom mortgage had asked why we were not using them to buy our next home. After that suddenly we were being told that 2 months of mortgage payments were late which was obsurd due the fact they were set automatically each month through our bank XXXX XXXX XXXX. We then contacted the bank and have statements proving that we were not late on any payments over 30 days that they were all paid within the time period. After bringing this to there attention and showing them proof they still would not take care of the situation and low and behold now our credit took two hits, and they refuse two fix anything even though we showed them all of the mortgage was received. After investigation this is not the first time Freedom mortgage has been sued for previous occurrences similiar to this and I want them to correct what they have attempted to destroy. The amounts I always paid were XXXX which the amount was about XXXX and some change.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A