Date Received: 2021-09-20
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I was unaware that Freedom Mortgage bought my home loan until I received notification from my bank that my credit score dropped 167 points. Once I contacted my original lender they informed me of Freedom Mortgage. I contacted Freedom, paid my outstanding bill in full immediately and was told that I could dispute the negative credit reporting. They said they would call me. They never did. I called again and they told me that I was responsible and that the credit dispute would not be resolved. Because of their lack of contact ( even when they had my information from my previous lender ) my credit score dropped 167 points. This company has been found guilty of misreporting and has been previously fined by Consumer Finance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90048
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did not choose Freedom Mortgage. Rather, my VA home loan was acquired by Freedom several years ago. I refinanced, staying with Freedom, in XX/XX/XXXX. The monthly payment amount quoted in the refinance was great, so I went forward with it - saving ~ $ XXXXmonth. The company has missed paying some of my taxes every single quarter for the last year. I get delinquent notices, call, submit documentation, repeat. They held my old mortgage, it should be the same with slight adjustments each year for tax increases. It's now a year later and it's clear that most of the calculations used to come up with that monthly payment from the refi were incorrect. Taxes on one of the lots on the mortgage were ignored entirely in the calculation, and I guess on the other lot two numbers were flipped - using {$1300.00} per quarter where it should have been {$1800.00}. I got a letter dated XX/XX/XXXX telling me I owe {$480.00} more per month. Then, only 11 days later - XX/XX/XXXX - I got another one tacking on {$130.00} more. So a surprise 46 % increase every month for the next year due to negligence or deception. Now my monthly bill is higher than before the refinance. I know this is a temporary increase for the next year, but it is substantial. Also, I have low confidence in their administration of escrow accounts and no recourse if they continue to make mistakes. How was this never caught and the escrow allowed to go negative? How did none of my calls, every quarter, about unpaid taxes trigger someone to reevaluate before it got so far behind? Also, consider that I made it clear to Freedom that I was shopping around for my refinance. With that in mind I have no way to know if the numbers were misrepresented intentionally to make their refinance more lucrative next to any competitors or if it was just negligence. Regardless, it seems like the consumer is at the mercy of the mortgage company and whatever numbers they decide to put on the statement each month, and in the case of this mortgage company those numbers have been consistently incorrect for an entire year. The only thing I can do is pay whatever they say I owe or pay thousands to switch lenders, likely ending up with a higher rate and no guarantee my mortgage won't just be sold back to this company again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My roof was damaged in a storm, for which I filed an insurance claim. The claim was paid as a two party check, which I had to send to the bank for their endorsement. Now they're refusing to release it. This is the timeline of events : XX/XX/2021 - Claim filed with insurance company ( XXXX ) for storm damage XX/XX/2021 - Inspection scheduled by XXXX ( completed by their preferred XXXX, XXXX ) XX/XX/2021 - Payment ( two-party check ) sent from XXXX ( {$7300.00} ) XX/XX/2021 - Call to Freedom Mortgage ( 8 min ) - confirmed details of process - they said " send us the check, we will endorse and return within 10 business days. '' Nothing mentioned about any additional requirements. XX/XX/2021 - Mailed endorsed check to Freedom Mortgage XX/XX/2021 - Work started/completed ( 1 day ) XX/XX/2021 - Call to Freedom Mortgage ( 16 min ) - checking status of check, had not heard from them, notified of additional requirements ( loss packet ) which was never sent, and never mentioned previously XX/XX/2021 - Received loss packet in the mail XX/XX/2021 - Call to Freedom Mortgage Loss Department ( 12 min ) - verify details of needed information for loss packet XX/XX/2021 - Email to Freedom Mortgage LD ( sent completed loss packet ) XX/XX/2021 - Automated confirmation response email received from Freedom Mortgage LD XX/XX/2021 - Balance sent from XXXX ( {$3500.00} ) XX/XX/2021 - Received letter from FMLD asking for the same information that was already sent XX/XX/2021 - Call to Freedom Mortgage LD ( 41min ) - confirming details of additional information needed for loss packet, mostly waiting on hold. They claimed to have attempted to contact me, though they could not verify any details of any such attempt. XX/XX/2021 - Email to Freedom Mortgage LD ( sent loss packet, additional needed info ) XX/XX/2021 - Gave check for balance to XXXX ( {$3500.00} ) XX/XX/2021 - Email to Freedom Mortgage LD ( sent XXXX W9 ) XX/XX/2021 - Automated confirmation response received from Freedom Mortgage LD. XX/XX/2021 - Received another letter ( dated XX/XX/2021 ) from FMLD asking for the same information that was already sent XX/XX/2021 - Call to Freedom Mortgage LD ( 7 min ) - said they needed a corrected W9 ( a box was not checked ), also said they tried to email me at an incorrect email address ( XXXX, with a d instead of the second e ) XX/XX/2021 - Email to Freedom Mortgage LD ( sent corrected W9 ) XX/XX/2021 - Received email from XXXX XXXX with FMLD stating We have been unable to verify the attached waiver of lien for XXXX XXXX XXXX with the IRS. Please have XXXX XXXX XXXX provide a verifiable W9 so claim may move forward. XX/XX/2021 - contractor verified information was correct, which I passed along to XXXX at FMLD via email, and have not received a response as of XX/XX/2021. Still awaiting payment of {$7300.00}. Apparently, Freedom Mortgage Loss Department is contracted to Proctor Financial. The XXXX website is full of similar complaints about them : XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48348
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I began working with XXXX XXXX XXXX in XXXX of XXXX after they aggressively pursued a loan modification with me. They were kind and professional and all of the paperwork seemed legitimate. I signed some disclosures so that the company could speak with my current mortgage company and even sent them financial documents such as W-2s and bank statements. This resulted in me not receiving any information from my mortgage company throughout this process which caused me to miss key information that would have alarmed me of the issue. I received a letter from XXXX XXXX stating my new mortgage payment which was a XXXX XXXX dollars lower that my initial payment. I was told to make the payment directly to them and theyd be paying my mortgage company. I was given an initial date of about 90 days out of when the process would be complete. The date continued to be pushed back and the continued to ask for post dated check payments 3 months at a time. By XXXX of XXXX I had made 8 payments of {$1600.00} to this company totaling to over {$11000.00}. I reached out to them in XXXX via phone and email and I could not get ahold of anyone. This raises another red flag since they had been so persistent up until then. Eventually I got a phone call back and I was asked to send another payment. I told them that I would not and I requested a refund because they were not doing what they said they would. I have researched this company and Ive found several complaints without resolution with the XXXX. I intend to get a lawyer to try and get my money back. This has caused me to come close to losing my home. The only thing that saved me is that the company requested a forbearance while they acted like they were doing a modification. I believe they pretended they were me but I am not sure. I am in the process of a loan modification with my actual mortgage company Freedom Mortgage who has been nothing but helpful. I owe about {$21000.00} to my mortgage company because of all of this. This has affected my credit and my ability to get loans due to the negative equity. I have never missed a mortgage payment before this incident. I am disappointed that XXXX XXXX XXXX has been targeting people during a pandemic which was an already low time for many. I am hoping that you all can investigate them and prevent them from doing this to anyone else in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My mortgage is through Freedom Mortgage and in XXXX we ran into some trouble because we switched our bank accounts and had set up automatic withdraws unfortunately there was an error and we were never notified of the first 30 day which then developed into several because we had to pay catch up once we found out what was happening and as you can see we never ran into problems with our mortgage payment before and this also happened on an auto with the same bank and same set up. We have since been on time with our mortgage payments for the last year and I would like the lates removed from our credit because it is bringing our scores down. The dates are XXXX. The report should only show the last 12 months. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 487XX
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are trying to refinance our home to a shorter term. We have fallen behind because of XXXX. Freedom mortgage will not take me out of forbearance so that I can refinance. Ive been trying to get this settled for 3 weeks. They are making it extremely difficult.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78132
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has fraudulently charged me for force placed insurance. They purchased the servicing rights to my mortgage which had adequate hazard insurance coverage. Soon after I received a letter from them stating that they were going to purchase coverage if I did not provide proof of coverage. This proof of coverage has been provided to them several times. I had sent them a message through the servicing portal and they never responded to it. The co borrower on my mortgage called them and provided the proof of insurance and the service rep updated the record and assured that the insurance was fine.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good afternoon, My name is XXXX XXXX and I am writing in regards to my forbearance period on my home which is occupied by myself and my son. We initially made our forbearance claim at the end of XX/XX/XXXX which went in to effect XX/XX/XXXX. Just before XXXX XXXX XXXX - I was hospitalized in XXXX XXXX Maryland and spent several days in a XXXX XXXXXXXX XXXX. For the next several months - I spent the entire time in the hospital essentially unable to communicate with the outside world. As a result of this - I was unable to start my forbearance until as soon as I got out ( late XXXX ). Which is right on the cusp of being able to extend it by 1 5months ( until XXXX XXXX XXXX ). I contacted Freedom Mortgage who said despite my extenuating circumstances ( which I offered medical documentation for )- they were unwilling to make any exception to grant the extension. An extension which is legislated by the CARES Act and also monitored by the CFPB. Now - I know that I am like literally on the cusp of not being " eligible '' - however my family is truly one of those desperately affected by the pandemic and an extension of 3 months as allowed by law would be life saving for us. Thank you for your consideration and all you do. Best, XXXX XXXX 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: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2021-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I contacted Freedom Mortgage in XX/XX/XXXX and entered into a special forbearance due to financial hardship caused by COVID 19. In XX/XX/XXXX I contacted Freedom Mortgage to exit the special forbearance and indicated I could resume making my regular monthly payments and that I occupied my property. In XX/XX/XXXX I was sent an approval letter for an FHA modification and was denied an FHA partial claim because Freedom Mortgage incorrectly documented my occupancy status. I contacted the servicer and let them know I qualified for an FHA COVID 19 Partial Claim and that I was declining the modification. Two weeks later I received loan documents for the modification I declined. I then received an FHA COVID 19 Partial Claim approval letter in early on XX/XX/XXXX, the date that it needed to be signed and returned to Freedom Mortgage. I called and provided a verbal acceptance of the FHA COVID-19 Partial Claim on XX/XX/XXXX and spent {$55.00} to overnight the document back to Freedom Mortgage. From XXXX until XXXX I called Freedom Mortgage weekly for status of the Partial Claim documents. Each time I contacted them they told me different information. I repeatedly asked for the documents to be expedited since I had originally called in XX/XX/XXXX to come out of the special forbearance and they had made an error in the original evaluation process. I finally received Partial Claim documents on Friday, XX/XX/XXXX. I contacted Freedom Mortgage on Monday, XX/XX/XXXX to inform them I needed a notary to assist with the loan document signing. I was told that they forwarded my documents to their vendor and that a notary would be contacting me in a few days. I was also provided with the name of the company, XXXX Notary and a phone number. I then followed up on Saturday, XX/XX/XXXX and was told again that a notary would be contacting me. I contacted XXXX notary on XX/XX/XXXX to get status of my notary appointment. They indicated they had never received a work order from Freedom Mortgage and had no record of my loan in their system. I then contacted Freedom Mortgage on XX/XX/XXXX and spent 90 minutes on the phone to find out that the request for a notary had never been placed. Again I requested that my loan be escalated as I have been trying to resolve this for 6 months. I am concerned that my Partial claim will be at risk since the documents are due back on XX/XX/XXXX. I have asked twice for this deadline to be extended due to the trouble obtaining a notary but on each follow up call Ive been told that the extension request had also not been processed. Freedom Mortgages lack of customer service and inability to get a single thing right has extended my special forbearance for 6 months beyond what I intended. Their lack of process controls and failure to address client complaints is putting my Partial Claim and potentially my home at risk.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage company, located in New Jersey has fraudulently enticed me to refinance through freedom mortgage, who is also my current mortgage lender - by falsifying documents, pressuring me to agree to illegal terms, and fraudulently charge illegal fees that do not apply to me. I have been in constant communication relating to the false documents and charges with freedom mortgage and their legal department- who have failed to correct it, but admit that freedom mortgage has acted incorrectly. Therefore, due to not being able to refinance as initially agreed, only due to the intentional delay caused by freedom and because I will not agree to false charges, I am still stuck paying PMI, Freedom mortgage holds my escrow account which also should have been refunded through the refi, and cost me so much time and effort to prove their lies and constant violation in truth and lending practices and violation of RESPA Please help take action against this lender who is well aware of their violations and makes no attempt to correct it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53132
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A