Date Received: 2021-09-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am exiting a forbearance plan on XX/XX/2021. When I have spoken with my mortgage servicer in the past, they have always assured me that deferment would be an option. It was also my understanding that this was an option offered by Fannie Mae. Now that I am exiting, they have said deferment is not an option but they will review my account to see if a flex-mod is an option. In speaking with my mortgage servicer the customer service representative denied any knowledge of deferment and said they believed this option was no longer available. I was placed on hold for a considerable amount of time while the representative waited for a response from someone else. Ultimately they stated that the best they could do was indicate on the flex-mod request that I would like a deferment if that was still an option.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97304
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my Mortage XXXX. The Mortage company totally messed all the numbers up and I filed a formal complaint with you guys for that. I received a check {$3100.00} XXXX for the refinance which they over calculated closing costs and escrow. Now today XXXX XXXX year later they charged me {$1400.00} and my Mortage is {$1100.00}. The Mortage company told me they sent the check by mistake and it was suppose to go to escrow. So the Mortage company charged me for there mistake from a year ago it makes zero sense. The Mortage company is being very sneaky and deceiving. I refuse to pay for an error they made over a year ago and just now noticed. This is so frustrating to a hard working man that never missed or been late on a Mortage payment.
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: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is not a duplicate complaint. This is a new complaint. The complaint consist of two parts : 1 ) After my previous complaint they accepted my payment of {$10000.00} that was received on XX/XX/2021. The day before the payment is due they reversed the payment. That's already the second payment that they have not accepted. The first one was done through the XXXX XXXX XXXX and they said that I sent it to the wrong address which is not true as the address was the same as all previous payments. They are obviously sabotaging my payments so that they can add late feed and other illegal fees that they are adding to the account ( see section 2 of the complaint ). 2 ) They sent me an amended payoff statement. They include bogus charges. That is clearly unfair, deceptive, and abusive policy. For every pay off they charge a Recording fee of {$180.00}, Late charges of {$130.00} even though their account is not overdue. They also add a Payoff statement fee of {$30.00}. These are basically mandatory fees that were added after my account was sold to Freedom Mortgage. Basically, everyone is charged this fee and it's automatically added to my mortgage once the loan is sold to them. They say that they are allowed to add fees to service the account, but this is not a service. They just add these fees to steal money from customers. I hope the Bureau will take action against this predatory company and stop this unlawful practice that violates the law and allows this company to steal possibly hundreds of thousands of dollars from the customs of the freedom mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98117
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: -Submitted initial deferment exit request on XX/XX/21, with 19 attachments meeting application requirements. -Called on XX/XX/21 to inquire the status, and was informed by an agent that my application was mistakenly filed in another program ( short sale instead of deferment exit ). -Sent email on XX/XX/21 recapping the phone call, and asking to confirm status. Sent original email as an attachment, demonstrating my original request and how Freedom Mortgage had messed up my request. XXXX called Freedom Mortgage and spent more than 2 hours on the phone trying to get Freedom Mortgage to process my request under the right status. I was contacted by a supervisor by phone and email, and she assured me she was working on the issue. She admitted Freedom Mortgage made a mistake and committed to fixing it. XXXX Received email from the supervisor stating the issue was escalated. XX/XX/21 Received another letter requesting incorrect information- sent email to supervisor. XX/XX/21 Let supervisor know I will file a complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77469
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with Freedom Mortgage, account # XXXX. On XX/XX/2021 the loan was paid off by my new mortgage company and there is an escrow balance of {$4500.00} due to me. They claim they have mailed it to me but no check has been received. If they have a check issued I want them to put a stop payment on it and issue a new check. Their latest communication is they will do research and will report on their research XX/XX/2021. Please help me get my money. XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77381
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We tried to do a loan modification in XXXX. We went back and forth with freedom mortgage to get a loan modification for 3 years. They're was always an issue of the documents being expired. We started to send in updated documents once in review but never had anything resolved. We even did a bankruptcy that became costly because the monthly mortgage kept going up. When that fell through we did a forbearance that expires XX/XX/XXXX. We will have to go through the same process again to get a loan modification that never goes through. By them putting off the approval for modification, fees are constantly adding to the principal. 4 years of late fees have accumulated causing the debt to go up to about XXXX in late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2021-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I BECAME XXXX IN XX/XX/2019 AND ENDED UP IN A VA XXXX AND THEN A VA XXXX XXXX. UPON, MY RELEASE FROM XXXX, I CONTACTED MY MORTGAGE COMPANY ( FREEDOM MORTGAGE ) ; TO INQUIRE ABOUT A LOAN MODIFICATION, DUE TO MISSING A FEW PAYMENTS. I WAS SENT THE INFORMATION TO FILL OUT AND RETURN, WHICH I DID. I HAVE BEEN TRYING FOR 2 YEARS ALMOST FOR THE LOAN MODIFICATION. I HAVE COMPLETED SEVERAL PACKAGES DUE TO FREEDOM MORTGAGE CLAIMING A DOCUMENT IS ALWAYS MISSING OR SEVERAL ARE MISSING. I FINALLY GOT THEM TO ACCEPT A PACKAGE ONLY TO BE TOLD THAT ONE OF THE FORMS FOR ME TO SIGN XXXX OBSOLETE. THEY SENT ANOTHER FORM TO SIGN AND I EMAILED IT TO FREEDOM MORTGAGE. WHEN I CHECKED ON THE STATUS BECAUSE I HADN'T HEARD FROM FREEDOM MORTGAGE ; I WAS TOLD THE EMAIL WAS RECIEVED IN XXXX, BUT THEY COULDN'T READ IT. SO, I REPLIED WHEN WAS SOMEONE GOING TO CONTACT ME AND THEN I WAS TOLD THAT I WOULD HAVE TO START A COMPLETELY NEW APPLICATIOON. THIS MATTER HAS BE STRESSFUL AND VERY DISCOURAGING. FOR 2 YEARS I HAVE BEEN CHARGED LATE FEES AND INTEREST ON THE LATE PAYMENTS. IT HAS WENT FROM A LITTTLE TO A LOT OF MONEY. I FEEL, THAT I AM BEING DISCRIMINATED AGAINST, DUE TO MY XXXX ( XXXX MAN AND BEING A XXXX XXXX VETERAN ). " I KNOW I AM NOT THE ONLY TO GO THROUGH THIS. I KNOW I WON'T BE THE LAST TO GO THROUGH THIS, BUT AT LEAST I WANT ELSE TO UNDERSTAND THAT THIS IS UNFAIR AND THIS IS NOT RIGHT. JUST XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30238
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage act transfer to them, XX/XX/XXXX made a payment. Escrow just changed advise I did not think it was correct because they transferred the XXXX from XXXX. XXXX was not showing. Per Freedom mortgage telephonic instructions it stated pay XXXX or the of minimum XXXX that I paid. Called Freedom XXXX ID # XXXX advise showing on my credit report as a miss payment which is incorrect. The late charged was removed advise they will investigate. Called on XX/XX/XXXX still checking called XX/XX/XXXX spoke to XXXX # XXXX will send in another request. Called again XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The last letter from Freedom Mortgage dated XX/XX/XXXX, stated they are unable to honor my request and miss payment Is accurate. I advise on the last conversation I have a copy of the recording giving me payments options and it was just ignored. I made the minimum payment they required and I should not reported as a miss payment this is affecting my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30294
Submitted Via: Web
Date Sent: 2021-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-23
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: In late XXXX, I discovered by myself that the XXXX payment for my loan had not been paid. I was never contacted about non-payment throughout XXXX, I had no idea until I had checked my bank balance. The company seem to make no effort to contact me about the missed payment. Later, I contacted their representative as soon as I found out. I was told on the phone so long as I submitted a payment with the amount due, and the amount that was coming due that I would receive no penalty or have it show up on my Credit Report. Come a few months later when looking to purchase a new home and I was reported for a non-payment. I contacted thier help center and they were not able to fix the issue. So I took their advice and messaged them on their website to get the same response. I'm not looking for a lot, I am looking to get my credit for non-payment resolved as was told they would do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97801
Submitted Via: Web
Date Sent: 2021-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Despite showing proof that payment to Freedom Mortgage cleared my bank on time in XX/XX/2020, Freedom Mortgage continues to report my mortgage as delinquent 20 days in XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95118
Submitted Via: Web
Date Sent: 2021-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A