Date Received: 2021-08-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: My Home received an insurance check for water damage in the sum of $ XXXX done to my home. the check had my name as well as my mortgage companies name. I first called the mortgage company ahead of time to ask about how I go about getting this check cashed so I could pay my contractors to fix my home which was on subfloors for almost 2 months due to the damage while I have XXXX small children in the home. they told me I just needed to overnight the check to their loss department and then gave me the number and address of the department. after I mailed the check I waited approx 24 hours and called on XXXX to make sure it arrived. at that time the person who answered the phone stated there was no file built yet on the check and to call back in another 24 hours. I called back again to check on the status of the check. at that time they said they had a file built but im missing information on the claim. they then wanted the insurance adjuster report as well as the contractors agreement to fix the home. I emailed both items on XX/XX/. the person on the phone said it would take 24-48 hours just to receive those documents. I called back 0n XXXX and all they said was they received the documents but have not cut the check back to me yet. the weekend passed and I again called XXXX and whoever I spoke with again said the check had not been cut. at this time I was getting frustrated and asked to speak with a supervisor. I was transferred to a XXXX XXXX. it was at this time I was told the reason my check wasn't cut was because I never originally signed the check. no one told me I needed to do so when I originally called freedom mortgage. I also dont see why I would have to sign a check thats for me to perform the repairs to my home first. in my mind they should sign the check and send it back to me so I can pay my contractors. XXXX then stated that the check would be under their control. and they would secure it in a secured escrow account. ( that just tells me they are trying to make money off of interest with it but thats just my mind doing what it wants ) after arguing over why this wasn't acceptable XXXX stated she would over night the check back to me to sign and send back to her as well as escalated my paperwork to be done quicker. I asked her to also send me a overnight return label as I already spent the money in the first place overnighting this check to them. she promised she would and said she would email me the label. I never received the label from XXXX I only received a generic procedure packet email on XXXX on XXXX at XXXX I still have not received any check nor have I received any label. I left a Voice mail and sent an email asking for both at this time and received no call or email back. I then called freedom mortgage again around XXXX and spoke with a XXXX XXXX XXXX after again explaining what I have been dealing with she stated that XXXX sent a request to escalate my paper work but that could take 24-48 hours to review and then it would still take 7-10 business days to get the check back out to me. I again stated why this was unacceptable and someone needed to get that check out to me. at this time XXXX stated she saw a tracking number was available for my check and emailed that over to me at XXXX on XXXX she also stated she would also send an email to escalate the process and try to expedite things. on XXXX my wife received the return label to her email. on XXXX after seeing no movement on the tracking of the check I again called Freedom mortgage and spoke with XXXX XXXX. XXXX again said the obvious and that she didn't know why the check still hadn't gone out and she tried to connect me with XXXX but XXXX didn't answer the line. she said best she could do was email again to try and escalate the process and would email the supervisor to call me and could email me back when there was a response. She then emailed me her contact information at XXXX that same day. On XXXX at XXXX I again emailed XXXX XXXX that there was still no movement on that check nor had I received any phone call from a manager. she then responded asking me for my load number to look up my file. I emailed back the loan number on Monday XXXX at XXXX also stating that there was still no movement on the check. at XXXX that same day XXXX then told me she had 0 updates on the check for me. it was at this time I emailed her back stating I was filing a complaint with the CFPB. my wife called on XXXX and managed to get ahold of XXXX XXXX and at this time she also stated we were filing a complaint. magically the check managed to get in the mail that same day and my wife received a followup call around XXXX XXXX from XXXX to reiterate the check was going out in the mail. The check did arrive on XXXX along with a letter stating I was missing the insurance report as well as the contractor contract all which were emailed the month before. the check went back into the mail signed the very next day with a 2 day air label as freedom mortgage didnt send me back an overnight label as requested. this company has been nothing but issues to deal with from start to finish and it wasnt until I threatened a complaint that they did anything
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14580
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submit the payment for freedom mortgage on the date of XX/XX/2021 with the amount of {$2100.00}. Freedom mortgage was claiming that I did not make the payment but my bank statement was saying otherwise, meaning that the payment went through. They started charging me for missed payments which I already made the payments on time. I talked to one of the freedom mortgage agents and he claimed that he fixed the issue but he did not. Now I am trying to buy a new home and when I talked to this broker agent, she checked my credit to see if I was eligible but my credit records showed that freedom mortgage has ruined my credit meaning that the freedom mortgage agent did not fix this issue. I recently called them for them to fix this issue because my credit is being ruined and the agent told me that I wasnt the only one having this problem. He said that theres nothing he can do to fix this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20783
Submitted Via: Web
Date Sent: 2021-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: With Regards to Loan # XXXX On approx XX/XX/2021, XXXX from Freedom Mortgage called me asking if I would be interested in refinancing my existing mortgage. Freedom mortgage has been reaching out to me for at least 6 months at this point to reduce my current APR so I finally caved and started a refi application. My credit score came back around XXXX however, I was told by XXXX that my APR would only go down from 2.875 to 2.41 which would only reduce my monthly payment by $ XXXX/month. She stated she would get with her management team to get a pricing exception and would get the rate reduced to 2.25. I thought this was fantastic and waited for her to get the necessary approval. I waited a day or two and never heard back and finally reached out to her and was told the request is still pending management approval. Then, on XX/XX/XXXX, I receive a letter in the mail saying my loan application has been withdrawn and cancelled. THIS WAS DONE WITHOUT MY CONSENT/APPROVAL and I have no idea why Freedom Mortgage decided to make this decision on my behalf without even getting my acknowledgement and approval. I called back again and was told management denied my pricing exception request. Mind you, it was not me that reached out to Freedom but Freedom mortgage reached out to me to get this rate reduction. However, now, I am left with a credit inquiry on my credit for no reason. If my rate reduction was only from 2.875 to 2.41 then, why wasnt their representative diligent enough to determine this would have been a huge waste of everyone 's time? Instead, I am left with an inquiry on my credit for no reason. Not just that but this no good inquiry will impact future applications. I am demanding they right this wrong by giving me the 2.25 % APR their representative had promised me. Again, I didnt want to do this, it was their representative that started this whole mess and then left me high and dry. This is unacceptable behavior and an unethical way to treat a prime customer as myself.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30041
Submitted Via: Web
Date Sent: 2021-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I inquired by phone from my loan servicer Freedom Mortgage as to who financially backed my loan. XXXX : Teller ID # XXXX confirmed that our mortgage was backed by XXXX XXXX XXXX XXXX. XXXX XXXX. After reviewing the forbearance option for a loan backed by XXXX I decided to request a Mortgage Forbearance with the understanding that the missed payments would be added to the end of the loan and no penalties or negative reporting to the credit agencies. I extended the Forbearance after to 6months to a total of 12months which expires on XX/XX/XXXX. Last week I called and spoke to a teller at Freedom Mortgage explaining I was ready to start making my regular monthly payments prior to the Mortgage Forbearance and verify that the missed payments would be added to the end of the loan. He put me on hold for a few minutes and came back to tell me that our home mortgage isnt backed by XXXX. I questioned how I was told the opposite of that 1 year ago, by the teller referred to in the conversation on XX/XX/XXXX. He did state that he saw notes in my file regarding the request for confirmation back on XX/XX/XXXX. But had no explanation as to why it isnt a year later. Now, Ive been presented with a documentation package to complete and was told the lender will decide what they want to offer me to avoid foreclosure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2021-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I signed the initial mortgage refinance application with freedom mortgage on XX/XX/2021. I provided all of my documents on the same day, or worse case the following day. APpraisal were scheduled promptly and Freedom mortgage received the report by end of XXXX. They have a customer service team where they try to call you once a week to provide an update. 4 weeks into the process, i was told its in " Final review '' and should be closing shortly. 5 weeks into it, same status. 7 weeks into it, same status. Each time it was a different person calling me for an update. I have asked a number of times why its taking so long - i emailed the loan officer and ask what happened, and he told me it was in underwriting and should be closed shortly. 8 weeks into it, customer service called me and said its in " Final Review '' and i question why isnt it in underwriting. I was told it was never in under writing. I emailed the loan officer again - and theres no response. I sent another follow up, no response again. I called the XXXX number on XX/XX/XXXX and i was told freedom is waiting for " new bank statements '' from me becuase the one i provided were too old. ( Of course it is too old, when i provided it, it was only in XXXX ). No one contacted me to let me know they are waiting for new statement. So i provided the statement 10 minutes after my phone call. The XXXX number people gave me the Loan officer 's manager email, and the processing manager 's email address. I emailed them asking for assistance, and of course then the loan officer emailed me within an hour. I was also told my " customer advocate '' is Ms XXXX XXXX and she should have trying to keep it up to date for me - which i have never heard from her in the first 8 weeks of the process. The following monday on XX/XX/XXXX, Ms XXXX called me and said she will bring this to the finishing line for me. THings started happening more quickly after my complains to the manager. i was contacted for closing in the last week of XXXX for a XX/XX/XXXX closing. On XX/XX/XXXX, I still did not receive final disclosure ( I did receive the initial one in last week of XXXX when i was scheduling closing ), and i phoned the XXXX people again, and they emailed it to me. The notary came to my house for the closing, and things went smoothly. It was closed in 45 minutes and but things did not stop here. On XX/XX/XXXX - the Notary called me and said Freedom had asked him to come back to me to sign an additional Mortgage Note because it was missing from the original packet on XX/XX/XXXX. I looked back my own copy and i did see the correct loan amount on a mortgage note - and I was told by Notary that Freedom mortgage is looking for 2 notes for my file. I told him okay come to my house again and i can sign it. I did ask him to email me the documents before hand so i can see what they are. I made a time with the Notary to meet at my house on XX/XX/XXXX XXXX to take care of this. I also called my sister who is a closer for over 20 years - and she told me i do not need to sign that becuase there is no " Gap Note '' since my new loan amount is lower than the original unpaid balance. She has never seen a negative amount, and it is not required as per her knowledge. She told me to inform freedom and tell them this is not required for my case becuase my loan amount is less than original unpaid balance. Notary emailed the documents to me on XX/XX/XXXX morning - after looking at it, I had 1 question and found 1 typo on the document. My question was why is it a negative $ XXXX on the mortgage note and a negative $ XXXXmonth payment from me to freedom mortgage. I have never seen a negative amount on a mortgage document before. The typo was on Page 4 Item E - the dollar amount says - $ XXXX but it spelled out " None and XXXX/XXXX '' on the space where you are suppose to spelled out the number in English form. Just like how you are suppose to write a check with " XXXX XXXX XXXX Dollars '' with a {$150.00} check. The English form of the negative {$16.00} was wrong. I called freedom mortgage Closing escalation department at around XXXX on XX/XX/XXXX letting them know the Notary is coming at XXXX and there is a typo as well as my question on what is XXXX and what does it mean. I was told she would look into it and will call me back in 1 hour. And if anything they will email the notary a new copy. No one got back to me. The notary was late due to a previous closing and we met at my house at XXXX XX/XX/XXXX. I asked if he received a new copy and he said no. i showed him the typo, and asked the XXXX number. He said he has never seen a negative number in his career. I made some attempts to call the Loan Officer on the spot, and he tries to contact the title company - but neither of them picked up the call. I called closing escalation department again - and Mr XXXX XXXX told me he also have never seen a negative amount on a mortgage loan before and he is not sure why that is. But he agreed because of the typo, this document can not be signed and should be taken care of next day. I emphasized i want to know what does " Borrower agreed to pay negative $ XXXX to Freedom mortgage for 30 years '' mean and where does the negative XXXX come from. And also fix the typo. XXXX told me he would get back to me next day. The next day - at around XXXX - a lady called XXXX XXXX from Freedom Mortage Legal department emailed me with the following message, " The attached documents were missed at closing. We need you to sign and return the attached document. I was notified that you refused to sign the documents you are not understanding the difference in the loan amount. It is urgent that we have these documents signed and returned as soon as possible. '' She called me 1 minute after this email and the first thing she said was, " Mr XXXX, what seems to be the problem and why are you refusing to sign ''. Her tone was aggresive. I told her i dont understand how it became " i refuse the sign '' when i made an appointment with the notary at XXXX the day before. I also explaind there is a typo on the document and i want to understand the negative number and where it came from. Ms. XXXX brought up the document infront of herself and asked me where is the typo. I told her it is on page 4 item E where the english form of the number does not match the actual number of - $ XXXX. She saw it and said she doesnt know. I asked her if she has seen a negative number on a mortgage document and she said she has never seen it before. She told me she will find out and call me back. 30 minutes later, XXXX emailed me and explained the XXXX is becuase I had a pay down from the original unpaid principal balance. My original unpaid balance was $ XXXX and my new loan amount is $ XXXX and the negative XXXX is becuase I am paying down and therefore they need a mortgage note document of XXXX. It was missing from their original mortgage closing packet on XX/XX/XXXX and therefore they need it to be signed. I responded to XXXX okay i understand how it is calculated now, but what does it mean for me to pay negative $ XXXXmonth to freedom mortgage? How do i make negative {$71.00} per month to freedom mortgage? While waiting for XXXX response, Legal department Ms XXXX called me again - she asked again the same question, why am i not signing and what seems to be the problem. I told her i understand the XXXX number now, but what about the typo? Shouldnt it say, " Negative XXXX XXXX and xxxxxx ''? instead of " XXXX and XXXX/XXXX ''? She again said she had already explained to me why there is a negative XXXX and i need to sign. it is my legal obligation to sign or else there will be legal actions against me. I asked her if she is asking me to sign a mortgage document knowingly that it is wrong? I asked her why not just fix the wording and i can sign it. Or i can cross out the english form and write it in myself. She told me i can not cross out anything, and she said " That is how it is, and she see it all the time ''. i was very suprised with that and i asked her " this is the same as a written {$150.00} check but the " XXXX and XXXX/XXXX '' - will the bank take it? She again asked me where do i see that, and i again pointed out to her its page 4 item E. She asked me where it is again and I read out the entire item E to her again ( 4th time ). She finally said, " oh i see what you mean '' and she said she will get back to me. At the same time i told her i will be traveling on XX/XX/XXXX for 2 weeks and i would like to take care of it today. She told me she needs it sign today and again asking me to sign it. I asked her, " did you forget about the typo '' In my mind, i am thinking if she has short term memory as she keeps forgetting about the typo again and again. at XXXX i emailed Ms XXXX and XXXX again - telling them i am leaving tomorrow morning, and no one got back to me about a new fixed document. Guess what - XXXX responded that they made another mistake upon their consultation, and turns out that document is not required for me to sign at all and my sister was right. They said their closing department should have thrown it away and not even required in my case due to loan amount is lower than Unpaid balance. Again no one told me that they realized its not required and just left me hanging. Not even once anyone apologized for the confusion. Not even once anyone apologized they wasted my time, the notary 's time for coming to my house for nothing. It was a big waste of time and their communication is extremely poor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2021-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage reported my mortgage as delinquent by 120 days when I was in Loss Mitigation. There was a processing error on their part but I was told while it was being reviewed for Loss Mitigation that it would not be reported negatively on my credit report and I want it updated. My attempts have been unsuccessful and with Covid the call volume has been extremely high.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 50131
Submitted Via: Web
Date Sent: 2021-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX of this year I received a letter from Freedom Mortgage stating that I had a lapse in my homeowners insurance, and that they had purchased insurance to cover the gap. After speaking with my inurance, they confirmed that the policy had not been paid, and Freedom Mortgage was not listed as the mortgage company on the account. Freedom Mortgage representatives in their insurance department argued it was not their responsibility to change the insurance information when they purchase a mortgage. Their Director of customer service seems to think it was their responsibility in the attached email. However, I also refinanced less than 4 months prior to this incident, which probably should have prompted a review of the insurance information. Bottom line is my payment was not made on time by Freedom Mortgage and they purchased force placed insurance for my mortgage. It would appear, based on 12 CFR 1024.17 that their actions are in violation of the law. It clearly states that Freedom Mortgage is responsible for making timely payments, and can only purchase force placed insurance if they believe that the property has been abandoned or the policy was cancelled for a reason other than non-payment. In my communication with their director of customer service, XXXX XXXX, I informed him they were in violation, and requested they report themselves for this infraction. He declined. It would appear these are standard practices for Freedom Mortgage, so I can only assume they have violated this law on a broad scale. Please investigate and prosecute these infractions to the fullest extent of the law. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60046
Submitted Via: Web
Date Sent: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-12
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I started a mortgage refinance with my current mortgage company - Freedom Mortgage in XX/XX/XXXX. I was told on several occasions that a credit inquiry was not required due to being a current customer. I never authorized a credit inquiry. On XX/XX/XXXX Freedom Mortgage pulled my credit report. I reached out to my loan advisor to find out why this was done XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX and XXXX. I received 1 response stating that he would escalate my complaint and get back to me and I've not received a response as of XX/XX/XXXX.
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: 2021-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom mortgage has engaged in active physical harassment, sending random strangers on a weekly basis to my house, trespassing on my property and taking random photos of my house. I'm on a forbearance plan, but they won't stop, even after calling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83605
Submitted Via: Web
Date Sent: 2021-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Other transaction problem
Subissue:
Consumer Complaint: I had a VA Loan from Freedom Mortgage but sold my house in XX/XX/XXXX. The loan funded and my debt was cleared and there was a surplus in escrow that was owed to me. a check was sent from them supposedly to my old address that I never received. I even received a letter from them as such. I called their customer care 800 # on XX/XX/XXXX and requested they cancel the other check and re-issue the check. The person I spoke with assured me the old check was cancelled and a new one issued. He asked me to wait 5-7 days. One week later I called when it wasn't received and was told the old check was never cancelled and the new check never issued. He told me he would take care of it for me. Another week passed and no check. I called again and asked to speak with a supervisor. i spoke with XXXX XXXX # XXXX who assured me the fastest way for me to get my money was an ACH transfer which he was going to take care of and would be in my account no later than Monday XX/XX/XXXX. to no surprise on Friday XX/XX/XXXX it still was not in my account. I called back and spoke to the agent but asked if I could speak to a supervisor. XXXX badge number XXXX told me ACH was not possible and only a manual check could be issued. he would take care of it and call me back either that day or the following day as soon as he found out something. I still have not received the call from XXXX nor have I received my escrow money. I have done far more than due diligence in trying to get my money back and all I get from Freedom Mortgage is lies, misinformation, and subterfuge. I even requested at one point to speak with XXXX manager and was told managers do not deal directly with customers and he was the highest authority i would be able to speak with. This business practice is deplorable. Freedom Mortgage has been using my money for nearly 4 months and that is excessive. I want my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A