Date Received: 2021-07-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We sold our home and and requested a payoff on our mortgage from Freedom Mortgage XXXX XXXX , XXXX, IN. XXXX. When we received the payoff it had charges for accrued interest of {$1800.00}. The company was informed that our closing date is XX/XX/21. The interest charge on this loan is XXXX per day. My monthly payment is due on the XXXX of each month and we are closing on the XXXX of XXXX. The accrued interest should be under {$400.00}. XXXX. Then the company is changing me {$30.00} for each statement sent on 3 different days. The company provided a statement for three different days XXXX, XXXX and XXXX of XXXX. The amount was different on each statement and a {$30.00} charge for each statement sent. When I called Freedom Mortgage and ask about the charges I was informed the charge for for interest was for XXXX and XXXX and a few more days. The statement fee was waved and only one statement fee would be charged I have had problems with this company before when I tried to refinance my home for a cheeped interest rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 425XX
Submitted Via: Web
Date Sent: 2021-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: At the beginning of the pandemic, XXXX of XXXX, I was furloughed from my job. I reached out to my mortgage lender Freedom Mortgage to see what my options were in regards to paying my mortgage until I knew what my financial future and job situation was going to look like. The operator on the phone told me I could go on a covid 19 forbearance plan and not pay my mortgage payments until I was back to feeling financially secure. Before I made the choice to take her up on that offer, I asked how it works to come off. She said I could have the owed monthly payments added to the end of my loan and extend my loan date by the amount of months I was on forbearance. I felt comfortable with that and made the choice to go on forbearance. My loan was current at the time I went on forbearance. I have been ready to come off of forbearance since the first of the year of XXXX but my lender has been very difficult to work with. They said they have actually decided not to offer the option I was originally told would be available to me. I have spent over 20 + hours on the phone with them. Having to explain my story over and over again to a new team member each time I call. Sometimes I will make great progress with one team member and ask for their direct ext. so I can follow back up with them. The problem is, the phone number freedom mortgage provides does not allow you to enter a direct ext. Once I got USDA directly involved, all of the sudden there was another phone number available for Freedom Mortgage where you do have the option to reach a direct line. This would have saved me many hours on the phone and a lot of frustration. My point of contact I was working with stopped answer my calls XXXX XXXX. It was until nearly a month later that I received a call from someone who let me know shes been on a leave of absence. This is affecting the amount of time left I have on covid 19 forbearance protection and I am asking for the last month to not be counted since no progress was being made. I expect to either be grandfathered in to a term extention offer to bring my mortgage current or another option that does not affect my future of refinancing or does not cost me more money in the long run. I currently owe 6 months, I have been paying my mortgage monthly since XXXX. If Freedom Mortgage decided they weren't going to offer the term extention after they had spoken to me, I should have been called and informed so I could have made other arrangements. This needs to be dealt with, it has greatly affected my mental health and well being.
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: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I lost my job due to Covid- I was off work for 9 months I went into Loss Mitigation due to having financial hardship- I completed my hardship and was sent paperwork to have notarized and sent back. I did so, I never received a response that the paperwork was missing items and it would have to be sent back out to me, and to not make any payments until it was completed. I then never received paperwork and called back in I was told it was now " fixed '' and I was now delinquent. I then began to reach out to several people from XXXX to Current and no one will advise what I need to do or assist, only one person XXXX XXXX reached out to do a follow up satisfaction call, to see if My situation had been resolved this was on XX/XX/21. I advised it was not, he stated he would follow back up- No response- I have to date called 18x and not one person has ever returned my call nor assisted me. I even came home to a letter taped to my door, stating Freedom Mortgage was attempting to get in touch with me, and I would not respond. What a joke. I hate that my mortgage was sold to this company. As Customer Service and assisting people is there not a priority. After coming off a hardship, they just continue to keep the barriers there.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45245
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan was transferred and serviced by Freedom Mortgage as of XX/XX/XXXX. After my income was delayed, I opted to do the XXXX deferment to avoid late fees and credit report impact but resumed making payments. Since they acquired my loan, I have been having issues with them making multiple adjustments to escrows to increase payments based on whatever documentation they get from 3rd parties, without verifying I initiated a change ( XX/XX/XXXX the insurance agent changed my carrier without permission XXXX nor allowing me to pay shortage ( escrow account is usually adjusted once a year by lenders but Freedom do it each time documents go to them from a 3rd party ). XX/XX/XXXX, they increased the percentage amount they wanted overall in the escrow, and I paid the difference XX/XX/XXXX. In XX/XX/XXXX, I was threatened with policy cancellation due to Freedom paying the unauthorized insurance carrier and ultimately, they disbursed two payments to two carriers causing an escrow shortage by XX/XX/XXXX. After I complained, I was sent a bill to pay the escrow shortage, of which I paid. They turned around and applied the escrow payment I sent directly to the escrow dept. to the loan principal and interest, even though I had already paid XXXX mortgage payment. I called and complained again, and they claimed they reversed the misapplied payment. Because I am still on the deferment, they sent me a notice and advised I would be responsible for paying homeowners insurance moving forward. Due to recent insurance hikes, XX/XX/XXXX, I initiated a new carrier, even though the existing policy was effective until XX/XX/XXXX. I paid the homeowners policy in full on XX/XX/XXXX. I receive a letter dated XX/XX/XXXX from Freedom stating they paid an insurance bill out of my escrows in the amount of {$1700.00}. I immediately called to complain, they claimed to put a stop payment on the check, yet XX/XX/XXXX statement, my escrow shows the money missing. I called Freedom again to speak to a supervisor and she claimed the escrow department was closed and she will escalate to find out where my money is and call me back XX/XX/XXXX. To this day, no call with resolution. I believe Freedom mortgage is stealing my escrows, misapplying payments, and engaging in unethical practices such as what I described and need to be investigated. Please see their latest statement and my evidence of payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has held my mortgage for a number of years. In 2020 they offered to lower my rate so I refinanced and the loan closed in XXXX. The property consists of two lots that were both part of the original loan and the new loan. Both the original and new loan included an escrow account for taxes and insurance. On XX/XX/XXXX I received a notice from the county indicating the property taxes on one of the lots was delinquent and accruing additional fines. Freedom Mortgage had requested and received tax statements for both lots but had only paid for one. I immediately emailed Freedom Mortgage with the issue including attachments of all documents. I subsequently called their help line on the first business day to report the problem. Since my initial contact with them I have repeatedly emailed them all documents and have telephoned their customer service line at least twice. Each time I have had to repeat the details of the problem over again as though there was no record of my original claim. I have received several auto replies via email stating more investigation was necessary but I would have a response by dates that have both passed and my property tax remains unpaid. Freedom Mortgage must pay my property tax from my escrow account and are responsible for any additional fines that have accrued.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2021-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Contacted Freedom mortgage to have my Mortgage Insurance removed, I contacted them over 10 times over the past month and a half, I provided everything they asked for and they are not removing my mortgage insurance. I have had the mortgage over 6 years, have made every payment, have fico or XXXX, the home value is around {$320000.00} and the mortgage is around {$180000.00}. I was told to send a check for an appraisal with was wrong info ( have the email ) then was told to send {$150.00} for XXXX and they got it and are saying I do not qualify but they did not pull a XXXX yet, every representative tells me something different.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75160
Submitted Via: Web
Date Sent: 2021-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I XXXX XXXX have provided Freedom Mortgage my current address and over last 2 months they have continued to change my information that would include my legal mailing address and residence. I have my personal online account that they have continued to block or allow a co borrower to change my password and email address. This property is in a forbearance and loss mitigation I am expecting legal documents that pertain to this property that requires my review. This property has been defaulted prior to the forbearance and need to know status of accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60133
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
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: Freedom Mortgage. 1.I had a modification in XX/XX/XXXX. Freedom purchased the mortgage from previous lender. 2. I was retiring from XXXX after 25 years at that point. I had not found employment and my retirement pay was taking 2 months to start. I tried contacting Freedom for help but was ignored. 3. I made consistent payments often double payments up until I sold the house in XX/XX/XXXX. 4. Freedom has me listed as 30-60 days late on payments consecutively from XXXX XXXX XXXX. I have contacted them to change this information and they have refused. 5. Their refusal cost me the VA mortgage for a home for my family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 324XX
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home secured by a mortgage held by freedom mortgage corporation on XXXX XX/XX/2021. I let two weeks go by and then started inquiring on my escrow refund of {$4400.00}. On XXXX XXXX, a full month after selling my home I called freedom mortgage and informed them that I had yet to receive the refund check. I was told that I would have to wait another four weeks before they could issue a stop check and re-issue a refund check. I finally received my escrow refund today XXXX XXXX, 2021. To have to wait over a full month for an escrow refund is unacceptable in my opinion. Additionally there was no sense of urgency On the part of the freedom mortgage customer service representatives. This has been a wholly unsatisfying experience and I believe freedom mortgage should be held accountable and not be allowed to treat consumers this way. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have always paid my account on time every month thru the website that the company provided and i always received notice that they received the payment. However, one month they notified me 30 days later that they never received the payment. I quickly paid it as soon as I was notified and I tried disputing it with the company because I had paid it and it was their websites problem and not my mistake but they refused to remove it even though they acknowledged that it may have happened since they have intermittent problems with their website. Please help as this is affecting my ability to get the best rates on a home loan and this was not my mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 883XX
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A