Date Received: 2021-08-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom mortgage has reported false and misleading information to all 3 credit bureaus regarding a late payment on my mortgage. No payment was ever late! ( see Freedom Mortgages attached response to XXXX complaint ) Facts are : There was a {$63.00} increase in my impound account - which was not communicated accurately to me by Freedom Mortgage.. In XXXX of XXXX I received notice from Freedom Mortgage, indicating that there was a shortage to my impound account of {$300.00}. When I spoke with a Freedom Mortgage representative, I was told that I could pay off the shortage or have it included in future payments. I paid it off on XX/XX/2021. That was that and I moved on, believing the issue was resolve. What I was not made aware of in that phone call, was that there was an additional $ 63 monthly increase. As such, I continued making my automatic bank pay normal payments of {$2000.00} on both XX/XX/2021 and XX/XX/2021. NO PAYMENT WAS EVER LATE!! As I recall, my 1st notice of the {$63.00} increase was via a call from Freedom Mortgage on XX/XX/2021 stating that the {$300.00} that I paid on XX/XX/2021 did not address the impound account increase of {$63.00}. They asked me to pay it over the phone right then, but I was in a conference with a client and advised them I would try to make it later that day. I got busy and forgot about the increase payment. I was not concerned as I knew that my house payments were on automatic payment from my bank and I had time to pay the increase. Payment bringing the entire account up to date was done within 13 days of receiving notice. I never in a million years thought that this {$63.00} impound increase would result in such punitive and intentionally destructive conduct by Freedom Mortgage. It wasnt like they paid out a single XXXX or that they were forced to cover the increase out of their funds. Not only are they aware that they have caused my credit to decrease by XXXX points ( which is amazing on its surface ), but they have even exaggerated their false narrative of late payments by reporting the account as " NOT_MORE_THAN_TWO_PAYMENT_PAST_DUE '' which shows their true intent on intentionally hurting my credit. Additionally, theyve made it clear they intend to report this for the next 7 years. If thats not vindictive and punitive conduct, I dont know what is. Freedom Mortgage says they are required by law to report accurately. They are in violation of that requirement, as they have admitted they received the timely {$2000.00} payment on XX/XX/XXXX, but placed it into an unapplied funds account. Freedom mortgage has deceived the 3 credit bureaus and will force me into litigation if this is not resolved fairly. I thank you in advance for your attention to this matter. Respectfully, 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: CA
Zip: 95667
Submitted Via: Web
Date Sent: 2021-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XX/XX/2021 I was contacted by Mr. XXXX XXXX, Loan Officer NMLS # XXXX Corp NMLS # XXXX of Freedom Mortgage Corporation. We discussed a veterans cash out loan in which I would be serviced and was originally informed I would have several of my bills paid off in full and would get about {$25000.00} paid to me to do as we wished for home improvement, or what ever. I also would have to pay for my Termite inspection and my home appraisal out of my pocket, in which I did. I paid the {$300.00} for the Appraisal but also requested a copy of the home appraisal as soon as it was in, Mr XXXX XXXX said that would not be problem and he would do so, I said ok. However prior to me signing the final closing e-electronic documents to sign so the closing date could be set, we received a call on that Sunday morning about one week prior from a Freedom Mortgage rep Mr. XXXX I believe was his name stating that the closing date was set for XX/XX/2021 at XXXX and he stated where at the signing would take place, I said no problem. But just as we were about to end the call ( which by the way was early Sunday Morning about XXXX or XXXX ) I asked him what amount of cash or check would I be getting and he informed me that the amount would be about {$5800.00} and I asked was he sure because I was suppose to be getting about {$25000.00} and he said no the amount he sees is the {$5800.00} and I informed him that there was no way I was signing the agreement for that amount, so he stated he would cancel the closing date for XX/XX/2021, and I said ok I had to get back with Mr. XXXX because something was wrong with the closing amount. He said ok. After several hours after the call about the closing date I realized I hadn't actually signed the agreement papers to set up the closing date. So that Sunday evening I went on to my computer and noticed I hadn't even signed the documents to set up the final closing until the Sunday evening after my canceling the closing signing date. After consideration and a call to Mr XXXX on that Monday he said that after paying the bills I would only be receiving the $ XXXX.However I don't remember him saying that but since the paper work was in I said ok, so we can proceed with the closing and he said someone from closing would be call me in a couple of days, no one called all week which also allowed me more time to read over the contract which I also noticed was changed to a 25 year fixed instead of the 30 year fixed rate?? On XX/XX/2021 I called Freedom Mortgage and was connected to a Mr. XXXX XXXX Closing Rep who informed me he would call me back the next day XX/XX/2021 by XXXX to set up closing, no call, I called him and he said he was waiting to get a call back in 30 min, never got a call back and was delighted since everything stated by there loan officer Mr XXXX was not correct nor had I received my request for my refund of {$300.00} or my copy of the appraisal. I have called Mr. XXXX several times and emailed him for either or and never got a call back. But strangely about XX/XX/2021 another representative called requesting to set up another closing date and I informed her I wasn't interested in anything to do with again with Freedom and the next another rep called and stated they could lower my rates way down if I would consider taking a cash out loan with them, I informed him that Freedom use to be a very good company but after the deceitful practice they were trying to pull now made it impossible for me to do any further business with them. I'm sorry this has come to this complaint when all I ever wanted was my appraisal fee of {$300.00} or at least a copy of my appraisal given to me. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43614
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is my second complaint. My first complaint has still not been addressed but the complaint was closed. Freedom Mortgage has failed to communicate consistently and correctly involving my covid 19 forbearance. I still have not heard back from their representative that was following up after my first complaint. She said she was going to call me back and never has. Valuable time is being wasted. Today XXXX, I emailed XXXX XXXX that I have not heard back from someone and need someone to call me to help exit forbearance. She emailed back saying she has cancelled my request for a Covid 19 forbearance extension, I did not ask her to do that and do not want that! I need to work with somebody from their team that can consistently work with me and help me find a way to come out of forbearance that does not affect my chances of refinancing in the future and does not cost me more money in the long run had I never gone on forbearance. I do understand my 6 months of missed payments and they interest it would have accrued needs to be paid. I am uncomfortable with making any changes that will have me paying more than that in the long run. I can afford my current monthly payments and have been paying again since XXXX. They have given me a new XXXX XXXX but I can not reach her at her extension, the call just hangs up. I need COVID 19 forbearance protection still until we can come to an agreement on exiting forbearance that meets the qualifications above, which is what I was told before going on forbearance by Freedom Mortgage and the only way I was comfortable going on forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-30
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XX/XX/XXXX, I applied for a Ch. XXXX bankruptcy in which Freedom Mortgage was not involved. I was paying my mortgage payments directly out of pocket to Freedom Mortgage. To this date I have never failed in paying a mortgage payment. XXXX - XX/XX/XXXX, the Ch. XXXX was converted to a Ch. XXXX and was discharged. But I still do not have access to my online account, I had to keep paying my account through my bill pay, and my credit report shows that the Freedom Mortgage account has little to none payment reports, no balance, and the account is closed. I have tried to talk to the bankruptcy, customer service, and to the heads of different departments to fixed this issue but every time I call customer service they want a letter stating that I may communicate with Freedom Mortgage but the bankruptcy is over Freedom Mortgage has the a copy of the discharge. Freedom Mortgage continues sending me and my previous bankruptcy lawyer monthly statements. The law group has already sent the Ch. XXXX discharge to Freedom Mortgage but to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2021-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-29
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX Freedom Mortgage listed my account as being delinquent and threatened me with foreclosure, Freedom sent me documentation stating as such. However I have NEVER been late on my Mortgage payments. So on XX/XX/XXXX, I called and spoke with a Freedom Mortgage Account Representative named XXXX, and XXXX and I discussed my situation. XXXX admitted that Freedom Mortgage made a mistake. XXXX promised me that she would correct the issue with my Credit report as it was being negatively effected by Freedom Mortgage 's INCORRECT listing of my mortgage payments. After further consideration I realized that Freedom Mortgage 's inaccurate account of my mortgage account has negatively effected my credit report. So I called in again and spoke with XXXX, a supervisor on XX/XX/XXXX and she informed me that it takes approximately 10 days for my credit profile to be updated with the correct information. However, it was never updated. On XX/XX/XXXX I spoke with XXXX of Freedom Mortgage and he transferred me to XXXX, employee number XXXX who promised me that he would rectify my credit stating that I have never been late which would restore my credit scores. However as of today, XX/XX/XXXX this situation has not been rectified. Due to this, my XXXX XXXX has increased, my home owners has increased and my anxiety level has increased due to me having to pay more due to a mistake made by FREEDOM MORTGAGE. If FREEDOM MORTGAGE would have never made the mistake, then my credit scores would have never been negatively effected. As promised by XXXX, I was to receive a follow-up letter from Freedom Mortgage stating that the discrepancy was a result of Freedom Mortgage and that any and all negative information put out by FREEDOM MORTGAGE would be corrected by FREEDOM MORTGAGE and any and all negative information created by FREEDOM MORTGAGE would be corrected ergo Mr. XXXX XXXX would not suffer from adverse information that was put into circulation by FREEDOM MORTGAGE. A letter that was provided, XX/XX/XXXX was not sufficient as it did not correct the discrepancy nor did it rectify the damage that was already created by the initial discrepancy. Please assist me in rectifying this issue. Thank you!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2021-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind on my loan back in XX/XX/2019 due to a messy separation. My income was reduced by half which caused me to default on the loan. My estranged spouse was occupying the property for over a year after we separated and she did not make any payments, which negatively affected my credit. I made several attempts to reinstate the loan but could not afford to do so, and did not qualify for a loan modification based on my income. I am now in the process of a divorce that is eating away at my income the longer that it goes on and I just want to resolve this matter in order to spare my credit as much as possible. The mortgage lender offered me the option of doing a short sale as recently as last month so I have submitted a complete application for a short sale over two weeks ago but the mortgage servicer refuses to review it due to the proximity of the auction date. I have submitted all the documents that they requested of me, as well as a purchase offer. I am trying to work with them to resolve my delinquency but they do not want to seem to help. When I was an XXXX XXXX service member and making plenty of money, I had no problem getting approved for a loan but now that I am struggling financially, I can not get the lender to even review my documents in order to help me out here. Please help me get this resolved, I am trying to rectify the default but the lender refuses to work with me and I do not want to suffer the consequences of a foreclosure on my credit when I have been trying to resolve this for close to a year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Submitting a second complaint. This complaint is a followup to my original complaint submitted on XXXX ; the # is : XXXX. After trying to pull my mortgage out of Covid-19 forbearance since XX/XX/XXXX and paying my mortgage since then ; it wasnt until I submitted my CFPB complaint in XXXX that I learned that I wouldnt receive the loan modification paperwork until I dissolved the trust that my property was in. I went through the very laborious process of closing the trust and supplying Freedom Mortgage with the recorded deed that shows that I am the only owner to move forward with the loan modification and I was told today XX/XX/XXXX that a Freedom Mortgage loss Mitigation rep indicated that the deed was cut off and somehow not legible after they reviewed the deed. This is false and not accurate and again speaks to ineptness of many of the Freedom staff. I am yet again being given the run around and my mortgage is still in forbearance and I have been awaiting loan modification documents since XXXX. I have supplied my updated deed which clearly shows that I am the owner ; I am not sure how this company can continue to legally abuse and swindle clients. I need this issue resolved immediately. I also want to note that the response that Freedom supplied to the above complaint number, they said someone would followup with me directly, no one ever followed up with methis company has a huge lack of customer service and followup and they are dealing with peoples homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was called back in XXXX and offered a stream lined refinance. for a few weeks i was regularly contacted and provided all information that was requested from me. Then out of the blue the refinance was closed with out notification to me. I called and was told there was a missing letter of subordination due to my down payment assistance program. The refinance was reopened and again I provided all information requested from me, including paper work from a 7 year old bankruptcy that I had to pay for for this that wasn't even needed when I purchased my home. a few weeks passed and again no contact. When I called. I was once again told that it had been closed without notification to me. After this I filed a complaint with the CFPB. I was contacted that day and the refinance was reopened again I provided the information requested and this time was informed they needed a letter from me requesting the letter of subordination which was provided that same day. A week later I received a call stating i was going to have to pay a rate lock fee because I had not provided the the letter to which I produced the email where the letter was sent to whom it was sent and a confirmation that it was received. I also refused to pay the rate lock fee because none of the dragging out of this process was on my end. Three days later I received a phone call just to tell me everything was moving forward and they were working on a subordination agreement. Two weeks passed I received no contact so i called to see what was going on and after being shuffled thru 4 different people i was finally told it had been closed again. Then i was told that there was a lien on my home that i needed to pay or they would not refinance. At the beginning back in XXXX i notified them of my down payment assistance program was told it was not an issue. When i accepted the down payment assistance I was told I could refinance without an issue. when I contacted the down payment assistance program today to find out their side of the story regarding the letter of subordination it turns out freedom never when thru the proper channels to receive it. I am tired of fighting with the mortgage company to obtain what they called and told me what they were going to give me for being a new customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 464XX
Submitted Via: Web
Date Sent: 2021-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are in the process of selling our home, and buying a new one. Originally Freedom Mortgage told us about the Covid Forbearance. They said it would not effect us trying to move or sell. I called repeatedly on this topic with them. I had talked to multiple people. They even told me I could stop paying my mortgage. It didn't matter that I was selling my home. The price we owes would just come off the pay off amount at closing. Come to find out, none of that was true. I have called repeatedly to fix this problem. We are trying to close on our home XX/XX/XXXX. No one will help me resolve the forbearance issue. They keep telling me it will take a couple months. It is not big deal. I can sell my home and buy my new one. My lender is telling me that Freedom Mortgage are lying or don't know the process. We can not have forbearance on our credit report in order to buy or sell a home. It will still say in forbearance on the report. The will forbid us from going further.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 730XX
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Mortgage company : FREEDOM MORTGAGE XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, NJ XXXX Who purchased my mortgage recently Erroneously paid : XXXX County Tax Office XXXX XXXX XXXX XXXX XXXX, TX XXXX On XX/XX/2021 - {$9200.00} from my escrow account. This caused my escrow to go into the negative, raising my monthly mortgage payment that was set in a agreed contract with the original financer. This caused me to lose A LOT of money in savings as I was unprepared for an event like this to happen within the first year of my mortgage. Freedom Mortgage has refused to take responsibility for this and instead has offered to refinance my mortgage with them, which I believe it unethical. Freedom mortgage has refused to contact the XXXX Tax office in order to get the money back for going on 2 months now, leaving me with an inflated mortgage payment. Not only did they XXXX me over, but they did it knowing that the loan was XXXX proptery tax exempt, the reason behind there payment to XXXX in the first place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78628
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A