Date Received: 2023-12-28
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Since XXXX, I have continued to communicate with Freedom Mortgage about my hardship. The first representative gave me directions to submit documentation and I fulfilled this process. When I called to have a follow up, the associate would advise that the previous associate did not advise me correctly. This occurred at least XXXX times. I advised them that there has been a serious reduction in the household income and we need some type of assistance. When I first obtained my loan, I was advised from the loan officer this loan is a government fha backed loan and in times of hardship options would be available. Is this true or did the loan officer lie? Freedom mortgage has created substantial work that seems un-necessary and caused additional hardship by delaying the process longer than one could imagine. I've have had to take on additional debt to pay the mortgage due to the lack of communication from freedom mortgage and my options which has caused more interest being paid due to their incomitance. Freedom mortgage has made our hardship extremely difficult in the last XXXX months. I feel they lack sufficient knowledge in the contact center and the representatives handling the emails as it relates to hardship solutions and commit to the follow up. I do not blame Freedom mortgage for my hardship, I blame Freedom Mortgage for amplifying my existing hardship by dragging more time than necessary and creating false excuses that are due to lack of knowledge within the organizations staff.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89142
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My mortgage has been sold 3 times -- almost every time it still has the same loan servicer, just a different mortgage holding company.In XX/XX/, Freedom Mortgage reported my payment 30 days pas due. I requested an explanation. The mortgage has been paid 30 days ahead and continues to be 30 days ahead of the next due date. I have not missed any payments or been late. I wrote several letters, called and was placed on hold for long periods with no response, from the mortgage company nor from the 3 credit brueaus. None of them have responded.I filed a dispute with the 3 credit bureaus. I requested the 30 day late notes be removed and be returned from red to green show paid as agreed on time on my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32566
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: I sent a payment ACH from my bank to the mortgage company they claim the payment was returned to my bank but has never showed up in my bank acct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My ex put a partition out for our house he has since moved out and has been out for about a month. I received a letter from our mortgage company in the mail without my name on it. I have been sick with a hypermobility disorder for about 2 months now and have been locked out of all my accounts and I have had no way to contact anyone. We jointly own the property at XXXX XXXX XXXX Missouri XXXX. The current loan on the home is through freedom mortgage and our last payment was made on XX/XX/2023 for {$970.00} so we are delinquent. Today XX/XX/2023 I called and spoke to XXXX 's service number is XXXX and he informed me of that information. He would not deny or confirm that I was not on the loan and when I requested that information he sent me to the freedommortgage.com website and told me I can make my payment. When I went to the website I got no information and was asked to login. Now my name and social do not get me into our loan anymore so I can't make a payment on my own home. I have a copy of the deed and the original loan documents with my name on them but they will not confirm or deny that that is no longer the case and I can't make a payment on the home I'm living in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 630XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Trouble during payment process
Subissue: Private mortgage insurance (PMI)
Consumer Complaint: During the XXXX years I've received countless emails and letters " Cash out Alert : Home Equity Available '' " Estimated cash available $ XXXX! from Freedom Mortgage. Therefore I requested via letter XX/XX/2023 that the PMI monthly insurance payment {$34.00} be removed. My request was denied. The company states FHA loans are " not eligible for MIP cancellation. '' This is unfair to the consumer. We have paid on time for the life of the loan and had significant roofing expenses {$9700.00} in the past year. Our current mortgage balance is ~ $ XXXX, Freedom 's marketing alerts claim " Estimated Home Value is {$240000.00} '' The facts are clear that it is unethical to continue charging PMI on this property and mortgage. The marketing to get people further hooked into debt on " easy Cash '' ploys is despicable as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-27
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I contacted Freedom Mortgage in XXXX requesting to recast my mortgage due to principle reduction. In the last 2+ years, I have paid my mortgage aggressively and lowering by more than XXXX since mortgage initiated. I called in XXXX and was told I qualified for the recasting. I filled out the forms requested and sent Freedom Mortgage a {$250.00} processing fee. I followed up with Freedom Mortgage beginning of XXXX to confirm they received my request and when the new payment would be effective. The 2nd representative confirmed the receipt of the request and my new payment should take into effect in XX/XX/XXXX. Yesterday, XX/XX/XXXX, I received a letter rejecting my request stating that I didn't may the required lump-sum payment and must be at 10 % of current balance. I was not told this requirement both the times I called. I followed-up with Freedom on XX/XX/XXXX, and the representative confirm the letter is correct and I can not recast. They representative mentioned they don't really have a " recasting department '' so they dont know who to reach out to inquire more about this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95135
Submitted Via: Web
Date Sent: 2023-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have had this loan for 10 years. NEVER escrowed for taxes or insurance. Premiums are always paid annually in full. Year XXXX property put in flood zone. Freedom forced placed flood insurance, but I secured my own policy within the time frame required, so in year one my montly payment was corrected to principal and interest only. In year XXXX, I paid the flood policy in full XXXX. It was not due until XXXX. Once again Freedom force placed flood insurance ignoring that I DO NOT escrow. My check for payment cleared before the payment made by Freedom Mortgage. My reseach indicated that Freedom 's check was RETURNED TO THEM. Freedom is saying I owe {$1200.00} for insurance. I have made so many calls and even sent paperwork showing the " mistake '' is in their escrow department via USPS return receipt requested and acknowledged. In a telephone conversation with their escrow department on XXXX, I was assured that my account would no longer be escrowed effective XXXX CLEARLY BEFORE THE DUE DATE OF XXXX. Furthermore, I have paid XX/XX/XXXX payment and have proof that the check cleared my bank, but their records do not reflect that. Today I am mailing ( overnight signature required ) the XX/XX/XXXX payment of principal and interest in the amount of {$770.00} which is the amount I have paid consistently for 10 years. I am including a copy of the Declarations Pages of both Flood and Homeowners insurance showing that they are up to date and paid in full. I am also notifying them of this complaint to CFPB. I trust you will be able to resolve this issue. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Per the FCRA, I XXXX XXXX as a federally protected consumer, I am now opting out of any and all authorization I the consumer may have given you written, unwritten, verbal and nonverbal per 15 USC 6802 to report my information to a third party, effective immediately and indefinitely. Please update account to PAID AS AGREED. I understand that the debt has been charged off/certificate of indebtedness and can not be reported to my credit report. I am requesting compensation {$1000.00} for every violation. According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states ( Permissible purposes of consumer reports, you can not report transaction history ). " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX etc. are consumer reporting agencies and I am the XXXX. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states, " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of that customer nonpublic personal information. '' Also 12 CFR 1016.7 states that A consumer may exercise the right to opt out at any time. '' I am opting out of the reporting services listed above as well as your company. Privacy Act of 1974 the Privacy Act of 1974, a law that protects the privacy of individuals by regulating the collection, maintenance, use, and disclosure of their records by Federal agencies. 15 U.S. Code 1681n - Civil liability for willful noncompliance for obtaining a consumer report under false pretenses or knowingly without a permissible purpose, actual damages sustained by the consumer as a result of the failure or {$1000.00}, whichever is greater. 313.1 Purpose and scope. ( a ) Purpose. This part governs the treatment of nonpublic personal information about consumers by the financial institutions listed in paragraph ( b ) of this section. This part : ( 1 ) Requires a financial institution in specified circumstances to provide notice to customers about its privacy policies and practices ; ( 3 ) Provides a method for consumers to prevent a financial institution from disclosing that information to most nonaffiliated third parties by opting out of that disclosure, subject to the exceptions in 313.13, 313.14, and 313.15. 433.2 Preservation of consumers ' claims and defenses, unfair or deceptive acts or practices. NOTICE ANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMS AND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER OF GOODS OR SERVICES OBTAINED PURSUANT HERETO OR WITH THE PROCEEDS HEREOF. RECOVERY HEREUNDER BY THE DEBTOR SHALL NOT EXCEED AMOUNTS PAID BY THE DEBTOR HEREUNDER. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 388XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: ATTENTION : XXXX ID # XXXX OF FREEDOM MORTGAGE I Called Last week ( first week of XXXX ) shortly after the company responded to the complaint to discuss the discrepancies of the company 's accounting along with the inaccurate information Freedom Mortgage is reporting on my consumer report. Again the Late Payment is incorrect. Please have the Late Payment Removed entirely from consumer report. or just remove the entire account. I need that information removed immediately. Please and Thanks This is my XXXX attempt to fix this on going issue with Freedom Mortgage. I submitted a detailed Complaint on XX/XX/XXXX providing Proof that I was never late on this mortgage, and their response to the complaint made absolutely no sense. I feel I am being ignored. According to Freedom Mortgage Response, they appear not to have the facts together in this matter. In their direct Response ON XX/XX/XXXX they said " Your XX/XX/XXXX payment was paid on XX/XX/XXXX and thus reported as current to the CRAs. Because your XX/XX/XXXX payment was not made within the month due, the delinquent reporting to the CRAs is accurate and can not be amended. " I WILL INCLUDE A SCREEN SHOT OF THEIR DIRECT Response in the attachment but obviously if we were to focus on the FACTS, it is clear that Freedom Mortgage does not have their accounting in order and they are not being truthful. How would it be possible for me to make a Payment for the Mortgage ON XX/XX/XXXX FOR THE MONTH OF XX/XX/XXXX!!!!!????? according to XXXX XXXX XXXX Manager Customer Complaint Management Freedom Mortgage Corporation. A DATE THAT AS NOT EVEN PAST AT THE TIME OF THE COMPLAINT! I declare under penalty of perjury ( under the laws of the United Stales If executed outside of the United States ) that the foregoing is true and correct to the best of my knowledge Further. I certify that I am permitted by FEDERAL and STATE LAW to file this dispute. I also understand that knowing and willful misstatements or omissions of material facts constitutes a FEDERAL CRIMINAL VIOLATION punishable under 18 USC 1001 Additionally, these misstatements are punishable as perjury under 18 U S.C 1621. This Late payment found within my credit report reported incorrectly by Freedom Mortgage and is completely untrue and that I was never late on this account! I Demand the same for Freedom Mortgage ; to Swear and declare under penalty of perjury with the full understanding that knowing and willful misstatements or omissions of material facts constitutes a FEDERAL CRIMINAL VIOLATION punishable under 18 USC 1001 on their claim that the late payment is accurate with both validated and verifiable proof. OR simply update the reporting to paid as agreed, or paid never late, or simply remove the late payment and any reporting for that month. You guys are single handedly messing up my entire credit report because I am never late on any of my accounts ever! and just need this last thing to be fixed. This information is False and misleading and is preventing my from using my credit. The information for this account did not meet the credit reporting standards of being 100 % correct. and the company Freedom Mortgage has failed to provide proof. With the CFPB as my witness I am documenting each response. Please do the right thing so this does not have to escalate any further. I'm demanding the CFPB to enforce the correction and or Deletion of this late payment on my consumer report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-22
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I have a mortgage where I pay the insurance and taxes separately. Freedom Mortgage has charged me separately for insurance that I don't need and is charging me late fees. When I contacted them, they indicated they needed insurance verification to wave their policy and late fees. I've provided the documentation, both by uploading the verification and by sending directly to an associate in their insurance department. The insurance department indicated the issue would be cleared over night. It's now several days later and the issue isn't resolved. When I call, they no longer can give me a reason on why the issue isn't taken care of. I'm still being charged for insurance and late fees for an insurance policy I don't need. I've escalated the issue to XXXX XXXX ( id # XXXX ). XXXX XXXX is now telling me I owe a mortgage payment for XXXX as well that I've already paid ... and I can see in there website that I paid it an It's cleared my bank account. I don't know what else to do, so I'm filling this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34293
Submitted Via: Web
Date Sent: 2023-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A