Date Received: 2021-08-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I filed a complaint regarding a credit report from our previous mortgage company over a month ago. Contact with you led to them calling me a few days later ( something we haven't been able to get them to do for over a year ). They had tried to put us in foreclosure last year, but I was XXXX XXXX military. What they did was illegal and it took XXXX points from our credit score. When I finally got home after XXXX, we were forced to quick sale our home and move into an apartment. Now our lease is up and we have nowhere to go, and can't even renew our lease where we are because of our credit score. When you contacted them last month and they called me back, they claimed all negative remarks would be removed from the account and our points would be returned. However, we only saw a XXXX point bump the day after that conversation and haven't seen a single point from them since then. It's been over a month, we are about to be homeless, and I want my credit fixed. I can't allow my child to be homeless because a mortgage company refuses to fix their illegal mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29316
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received information regarding a streamline refinance with Freedom Mortgage. Everything was approved and closing was scheduled for XX/XX/XXXX. Since I pay my payment bi-weekly and the XXXX payment wouldn't be completed until the XXXX, I was told to wait until XX/XX/XXXX to complete my closing. I was also assured that my automatic payments would be stopped after the XX/XX/XXXX payment. I was never informed that I needed to go in and stop the payments. I asked this on several occasions. Well my loan closed on XX/XX/XXXX and funded to the account on XX/XX/XXXX. I looked at my account and saw that the ACH had not been cancelled out yet and I took the steps to cancel it myself. I received an email that day that it the cancellation had been processed and no further payments would be taken. On Monday XX/XX/XXXX a payment of {$670.00} was withdrawn from my checking account. I called customer service and was told that I needed to submit a copy of my bank statement to initiate a refund. I could not submit a printout from my online banking system, but the actual statement, which does not come out for several weeks. I attempted to contact Customer service through XXXX and was told to send an email for them to review the account. I was contacted this morning by XXXX XXXX who told me that I have to wait 15 days and a refund will be processed. I asked why I have to wait 15 days when they took the money immediately, when they were not supposed to take anything. She was condescending and blamed me for not stopping the payment sooner. She then told me to contact customer service again. She is the most unprofessional one I have ever talked to at Freedom Mortgage and she should not have a place in any customer facing department. I am now waiting on the return of my money which could be anywhere from 15 to who knows how many days. I inquired about who was going to cover my other bills while I am waiting on these funds to be returned, and again I was blamed for the issue. Very unprofessional.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 173XX
Submitted Via: Web
Date Sent: 2021-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has failed to pay my insurance company from Escrow. When I contacted Freedom Mortgage about this, they informed me that they did not receive an invoice from the insurance company. I contacted the insurance company, and they informed me that they re-forwarded and faxed the invoice and payment information to Freedom Mortgage at the appropriate address. My insurance policy is at risk of cancellation because of Freedom Mortgage 's failure to make payments from escrow in a timely fashion. There is an excess balance in the escrow account associated with my mortgage, and Freedom Mortgage has still failed to make the payments. I may lose insurance protection and be at risk of becoming homeless due to weather, fire or any number of other catastrophic events if the bill is not paid. Additionally, Freedom Mortgage is in direct violation of its obligations to the USDA as the servicer of the USDA-funded mortgage that I have. Freedom Mortgage has exhibited a concerning disregard for their legal obligations to borrowers and the public under 12 CFR part 1024.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2021-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a mortgage through freedom mortgage and sold the property. XXXX sent the mortgage company an insurance refund on XX/XX/21. I called freedom mortgage multiple times asking them to release the funds to me within the mandated 20 business days. They finally issued a check to me 25 business days after they received the money ( XX/XX/21 ). I received and put this money into my bank account on XX/XX/21. On XX/XX/21 my bank notified me the check was bad, and i called freedom mortgage and they informed me they put a stop payment on the check and dont know why they did this. They now say they need another 10 business days to issue me another check. They had a exceeded the allowed time they are allowed to hold someone elses money by 3 weeks, which is illegal. I tried to resolve this with the company and ask them to get the money to me sooner and they said they could not.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85249
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our house payments were supposed to be tacked to the end of the house payments. We have decided to move our grandkids closer to family and sold this house. We included the total amount in the sale. The mortgage company at no time ever told us they were charging further interest on the amount deferred in the amount of {$23000.00}. We knew nothing of this til 15 days til close. How did they have the right to profit from US because of the pandemic? It has left us XXXX short on the house we were moving to and may very well have left us homeless. How do they get to put us in a debt they never told us about so that we could have prepared for this? They owe us nearly {$7000.00} from the equity that they say will take 15 days after close due to Covid. Is this not the same Covid WE are experiencing? Why do the worries and horrors of Covid only allowed to effect them and make them need our money but Covid is supposed to effect US? It seems that this company is taking advantage of this pandemic and the people who trusted them with their business. How does this company see this as legal or moral in this time of pandemic that is even slowing Them down and effecting their entire company. One would expect better customer loyalty from Freedom Mortgage. You would expect More Compassion from Freedom Mortgage during a time like this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80634
Submitted Via: Web
Date Sent: 2021-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage and have flood insurance as part of my escrow. The flood maps were updated earlier this year and I am no longer required to have flood insurance. My flood insurance renewal came, and indicated as normal that Freedom Mortgage was going to pay. They did not. I received a cancellation notice on my Flood Insurance, and found that Freedom Mortgage did not and will not pay as " it is no longer required ''. I am fine with that policy, but they did NOT tell me they were not going to pay, and thus my flood policy went into cancellation status.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29926
Submitted Via: Web
Date Sent: 2021-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to take advantage of the VAs Interest Rate Reduction Refinance Loan, as suggested by my new mortgage company. It has taken several months to complete the process. I have had closing cancelled twice within 24 hours of the scheduled meeting because the company is waiting for subordination approval. I called the bank with the HELOC, and learned that Freedom Mortgage first asked for the wrong amount XXXX {$3500.00} too low ) and the second time, didnt sent the updated request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I receive continual notices regarding both loans I have with this company. In short, the notices claim the company has not received my insurance information. They have been provided with this information many times ; however, it takes about an hour to reach a person to speak with and even then, they will not discuss the problem over the phone. All of my insurance is current. During my discussions with a representative, it appears their system was recently changed, and they are having trouble keeping track of records on their end. Regardless, I feel I am being harassed/threatened by this company because either their system is flawed or they are unwilling to do their due diligence to ensure their system is correct.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89117
Submitted Via: Web
Date Sent: 2021-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been having serious problems with Freedom Mortgage escrow department. They are the most incompetent company I have ever done business with. A few months ago they double paid my taxes. I demanded that they remove escrow from my mortgage and I will pay my own taxes and insurance so that more errors in payment do not happen. Freedom Mortgage sent me a letter on XX/XX/XXXX stating that escrow will be removed from my account starting XX/XX/XXXX and that I am now responsible to pay for all my taxes and insurance. I then went ahead and paid my house insurance bill personally. Come to my surprise on XX/XX/XXXX Freedom Mortgage RE OPENS my Closed escrow account without my permission steals {$970.00} from me and sends it as a double payment on my insurance. Now Freedom Mortgage shows I have an Escrow Balance of Negative {$970.00}. I contact freedom mortgage spend 2 hours on the phone to be told it was there error but they still have not fixed my account yet!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2021, Freedom Mortgage Corporation was sent by Notary presentment a " FIRST NOTICE FOR AFFIDAVIT OF LOAN DENIAL. '' I invoke my name pro tunc, specified remedy under 15 U.S. Code. -1692. and declare that the natural person, consumer in fact, original creditor, and I furthermore appoint XXXX XXXX XXXX Freedom Mortgage Corporation to quash all alleged, indirect, unverified debt, and set off, charge off and charge back all verified debt by herein extension of credit, so be it. The Fair Debt Collection Practice ( FDCPA ) states that the debt collector is mandated to cease all collection activity when verification is requested. Verification is defined as : confirmation of correct truth, or authenticity by affidavit or deposition. Pursuant to 15 U.S. Code 1635 ( a ), I am invoking my right to rescission as a consumer in a consumer credit transaction.
Company Response:
State: TX
Zip: 78610
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A