Date Received: 2021-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my home and paid off the existing Va. loan with Freedom Mortgage on XXXX-21. I submitted the change of address at closing and with my post office. Freedom Mortgage allegedly sent my escrow refund for {$2400.00} to my old address. I never received the check and contacted Freedom Mortgage on several occasion 's. I has now been over a month and a half and I'm told it will still be over a month before they will send me my funds by check. Freedom Mortgage refused to wire me the funds and will not return my phone calls. Please help! Sincerely, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I processed an application to refinance my existing XXXXXXXX XXXX XXXX with its parent company, Freedom Mortgage XX/XX/2021. I was told my refinance would would be completed within 60 days by my mortgage broker, XXXX XXXX. I received an appraisal XX/XX/2021 for a XXXX bedroom XXXX bathroom XXXX story home valued at {$340000.00}. I immediately contacted Freedom Mortgage to dispute this appraisal because the low value prohibited my ability to refinance my loan. I was instructed to provide comps and proof that I purchased a XXXX bedroom XXXX bathroom home. I explained that it was my understanding that they should have title or loan documentation that showed the number of bedrooms and bathrooms in my home. It is my contention that the appraiser never pulled XXXX XXXX records or reviewed my loan documentation that showed the number of bedrooms and bathrooms associated with my loan. After disputing this issue for a month, the home was revalued at {$370000.00} as a XXXX bedroom XXXX bathroom home. I purchased XXXX XXXX XXXX, XXXX, MD XXXX XX/XX/2021. I provided documentation regarding the loan payments and insurance XX/XX/2021 to XXXX XXXX. I was asked for this information again on XX/XX/2021 by XXXX XXXX. My credit report expired XX/XX/2021, which delayed my loan again. I was required to have my credit pulled again. I have a XXXX unsecured personal loan than is directly withdrawn from my bank account and I do not receive a monthly statement for this loan. I provided numerous letters from XXXX bank showing the loan balance and original loan amount. This caused another delay in closing my refinance. To further add insult, Mr. XXXX told me last week that my loan was cleared to close. He advised that he would reach out to the title company to have them contact me immediately to schedule closing. I spoke with him again and he told me that the loan was still in process. I expressed my displeasure and asked him what happened, because I was given the impression that we were " cleared to close ''. So, I received a call this evening from XXXX stating that I need a new home appraisal and they also need a XX/XX/2021 mortgage statement for XXXX XXXX XXXX. So further explained that there was no record of the mortgage statement that I sent on XX/XX/XXXX. To put this in perspective, my mortgage payment will be reduced to {$1600.00} from {$2100.00} so there is no advantage for me to refinance with another company because rates are higher than 2.75 %. However, I am requesting that you require Freedom Mortgage to close my loan free of charge. No closing cost, no appraisal fees, my title fees, no credits fees. We would agree that the amount of money that Freedom has made in interest charges for the past few months should cover the cost of any money that they could have made on this loan. If there are unwilling to close my loan free of charge and absorb these fees, please fine them for any applicable predatory lending practices. Additional, please require that Freedom Mortgage submit copies of my completed refinanced documents to your agency as a part of this record once complete or be subject to any legal fines that your agency can impose. I want your agency to have proof that my loan was closed correctly for auditing purposes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21224
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted to freedom mortgage on XXXX XXXX that we were approved for 10 % XXXX vets in the county that we reside in. I submitted all the paperwork to them to show that the XXXX vets was approved. I spoke with someone on XX/XX/XXXX to check on the status of the request. I was told that they have until XX/XX/XXXX to get the information. I did not hear anything back, so i called on XX/XX/XXXX. They started that they have the old information from XXXX and started that the tax assessor gave them the information from XXXX. When i applied i told them that the exemption was for the current year which is XXXX. The company closed my case and refused to get the corrected information from the tax department. Currently, they have our escrow amount at the wrong amount and is supposed to be XXXX less. Basically they are taking XXXX more than what they should be and is refusing to correct the issue. Then the supervisor asked me to get the information on their behalf which was the first time this was requested. I was previously told that they would get the amount from the tax assessor or send someone other there to get it. At this point, freedom mortgage is lying about my property taxes and refusing to get the correct information for the tax Assessor. Meanwhile they are taking XXXX more from us then is required. I really need help with this. We are being taken advantage of and rob by this mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 my home was damaged by the derecho. My insurance company gave me 2 checks and listed my mortgage company ( Freedom Mortgage ) as a co signer of the checks. The first check for {$33000.00} ( siding damage ) was sent to Freedom Mortgage ( FM ) they endorsed it and returned it to me. The second check ( retaining wall ) for {$52000.00} was sent to Freedom Mortgage for endorsement, but instead they took the check and returned {$6500.00}. Giving me {$40000.00} to work with. At the time they assured me I could get the balance in 5 days with each 25 % of progress. The retaining wall was mostly complete of XX/XX/XXXX. I contacted FM They said they needed to send an inspector. It would take 5 work days. I reached out after the 5 days they had no idea what happened to the inspector, but I could send photos and they would accept that. Flash forward after calling several times a week usually spending more than 2 hours talking the Loss Draft Department. On XX/XX/XXXX the agreed to send a partial payment of {$11000.00}. TO prove they were going to send it they gave ma a tracking number for a XXXX XXXX delivery. That envelope has not shilled yet. I discovered that they never requested the inspection, until XX/XX/XXXX. The inspector came out and said the work was 95 % complete. They sent that to FM. FM told me they did not believe the inspection report. Several more calls on XX/XX/XXXX, they said they were going to send me my full payment of XXXX $ XXXX. And, the same tracking number would be used. As of this morning, the envelope has not been shipped.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 524XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Section 4021 of the Cares Act amends Section 623 ( a ) ( 1 ). of the FCRA ( 15 U.S.C. 1681s-2 ( a ) ( 1 ). Now, a furnisher of data to the consumer reporting agencies that allows its customers to defer payments, make partial payments, modify credit terms, or make other arrangements for its customers affected Covid-19 should not report the account as delinquent, but should continue reporting it as current, unless the account was delinquent before the Covid-19 related deferral or modification, and has not been subsequently brought current. These new reporting requirements are retroactive to XX/XX/2020. Due to Covid-19 forbearance program regulations, it states that no late payments are to be reported to the financial credit bureau during the time of covids forbearance period. I have late payments on my credit report, I want removed because I am a victim of Covid-19 and legally Freedom Mortgage Corp should not have them there. Freedom Mortgage Corp, declined to assist me with this matter, disregarding the law, Congress put in place.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78610
Submitted Via: Web
Date Sent: 2021-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: COPY OF LETTER SENT TO MORTGAGE COMPANY AFTER A PHONE CONVERSATION XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX Freedom Mortgage XXXX XXXX XXXX XXXX, TX XXXX customercare@freedomortgage.com Re : Home mortgage XXXX Dear Sirs : This is a letter making a formal complaint about the fraudulent, deceptive practices of Freedom Mortgage Company. The following payments were made on our home mortgage : XXXX {$1800.00} online with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal When I received a letter dated XXXX stating a short fall in our escrow account, I paid the catch up amount : XXXX {$3800.00} with check XXXX It was my understanding that if we paid the catch up amount our monthly home mortgage payment would not increase. Accordingly I continued my habit of paying our monthly mortgage with the following payments : XXXX {$1800.00} check XXXX - with instructions to apply {$1700.00} to the mortgage payment and {$130.00} to the principal XXXX {$3800.00} with check XXXX escrow account catch up XXXX {$1800.00} online with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal XXXX {$1800.00} online with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal XXXX {$1800.00} check XXXX - with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal ( XXXX payment ) XXXX {$1800.00} check XXXX - with instructions to apply {$1700.00} to the mortgage payment and {$61.00} to the principal NOTE : I did not realize that the new monthly payment amount is {$1900.00} I did not receive one phone call about that. At the end of XXXX I paid {$10000.00} in total mortgage payments! ( Enclosed are copies of our XXXX bank statements proving that these payments were made as requested by the phone operator when I asked about filing a complaint with your company. ) I did not receive a phone call asking why the monthly mortgage payments were short {$180.00} each month. When I asked the phone operator why no one from Freedom Mortgage called me, she stated that she could see multiple calls were made to my phone number, with no answer. I did not receive one phone call from Freedom Mortgage. If someone from your company called me, why didnt they leave me a voice mail so I could return the call? Finally I received letters stating the account was past due and your company would be filing with a collection agency. I assumed it was a big mistake. That is when I called your company. The woman who answered my call stated that I owed {$6100.00}. Then she looked further into our account and found that what I had paid was not credited towards our monthly mortgage payments - {$10000.00} was applied to the principal. Your company ignored my written instructions regarding how the payments were to be applied. She then said she could apply all those previous payments to the mortgage payments ; after that I only owed {$2800.00}, which I paid on the phone, bringing our payments current in XXXX. XXXX {$2800.00} on phone with instructions to bring our mortgage current. This is a fraudulent and deceptive practice. I have a habit of putting in writing where I want the overage to go on every mortgage payment. Your company made an arbitrary and capricious decision to apply all our monthly payments to the principal. Then Freedom Mortgage reported us to the three credit bureaus as not making two months ( XXXX XXXX ) of mortgage payments. I am now caught up with all our mortgage payments. As this is obviously an error or willful fraudulent behavior I began the process of filing credit disputes and plan to file other formal consumer complaints. In addition to those actions, I expect Freedom Mortgage to report back to all three credit reporting agencies ( XXXX, XXXX, and XXXX ) and correct the erroneous and false reports previously filed. We were not late making our mortgage payments. Sincerely, XXXX P.S. Suddenly after my phone conversation on XX/XX/XXXX, this week ( XX/XX/XXXX, XXXX ) my husband received repeated calls from Freedom Mortgage. He even has many voice mails requesting a call back. I have yet to receive a call from Freedom Mortgage. cc : Consumer Finance Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MY mortgage was paid off/ transfer on XX/XX/XXXX. Freedom mortgage is still holding XXXX} in loss draft and have not released it. It has been six weeks and many phone calls with no help. Customer service has sent 3 emails requesting the money be released and returned. On XX/XX/XXXX the insurance department notified loss draft that Freedom no longer controlled the money and it needed to be transferred. As of today XX/XX/XXXX, customer service notified me that loss draft still had the money and they were emailing/ requesting the money be released. I spent 45 minutes with them. I started with customer service and was told I need to talk to loss draft, loss draft told me I needed to talk to customer service and transferred me back to customer service, they told me I needed to talk with loss draft. I explained loss draft had sent me back to customer service. Customer service then sent another email requesting they release the money. My understanding is that not one of the previous emails has ever been responded to. Each call assures me that the issue is being addressed and I will be receiving my money so I can in turn pay the contractor the remaining amount on the repair completion. Six weeks since my loan was satisfied with Freedom Mortgage and they are still holding my money. At best it will be another two weeks but I have no hope of that happening. All work is completed on my home and the contractor is waiting for the rest of the money. I am responsible to make that payment even when Freedom Mortgage feels they can hold my money. I informed each person I spoke with tonight that it was my last call with them and I would be filing a complaint because nothing was getting done at Freedom Mortgage to correct this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2021-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My monthly mortgage payment is XXXX. For this XXXX payment, Freedom Mortgage processed the payment twice i.e. they withdrew twice ( electronically ) the monthly payment from my checking account at XXXX : once on XX/XX/XXXX and another on XX/XX/XXXX XXXX please see the attachment ). I called on XX/XX/XXXX to ask for a refund they said it will take 2-3 business for the refund to be deposited back in my bank account if I can prove that two payments were made, although their own website was showing two payments. On the same day ( XX/XX/XXXX ) I emailed them my bank statement showing running balances including the two payments ( see attachment ). The main problem is : 1- Until today XXXX, I have not have not received the payment although their website indicates that I was issued a refund. Lesser problems : 1- Their website shows an escrow refund, which is not correct. The escrow account is for tax and insurance payments and had nothing to do with the case. It was never an issue or discussed or a problem. It is unclear why the say it is an escrow refund 2- They never applied the additional payment anywhere. The money just vanished. Normally it should apply to principle or next month. This is issue is moot if a refund is processed and I receive the money back. Additional information about the quality of their response/ ; Their customer care was not helpful. I had to make several calls on XX/XX/XXXX. On the 1st call, the representative did not have an answer for why the refund was not issued yet. She had to reach out to another team. After waiting for more than 25 minutes on the 1st call, I was disconnected by the representative. No attempt was made to reach me afterwards. I called again, and the next representative had a different story : she said that it will take up to 18 days for the refund to be issued. When I asked why so long for the refund when the withdrawal took less than one day? she had no answer. I told her that I will report this to the CFPB and to the XXXX XXXX XXXX, she became belligerent and accused me of not hearing properly and misrepresenting what she said and kept interrupting me then hung up.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22003
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The date XX/XX/2021, I Miss XXXX contact Freedom Mortgage XXXX In. XXXX about the principle & interest My question is, Do a lender have legal rights to multiply interest amount to increase interest payments, for instance when the interest rate is 4.75 % and the principle is XXXX to be XXXX Dollars would a lender be in legal rights to multiply XXXX by any number let me use XXXX then divide by 360 monthly payments is the lender legally right? Please send reply to XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied to Freedom Mortgage Company to refinance our existing mortgage on a second home, which they hold the existing XXXX yr. mortgage on XX/XX/2021. I sent all required documents on XXXX XXXX via fax to our loan processor directly and he stated that they were all in order. Any subsequent request for additional documents from us were sent immediately. XXXX XX/XX/2021 they still have not completed the loan. Our application was for a 15 year loan at a lower rate. It seems as though they are giving us the run around b/c they will lose money on this transaction. We will cut 9 years off the existing loan at a lower rate. A typical refi should be completed within 6 weeks at the most. I have been calling and emailing every week. They don't respond to emails and have called periodically to say all the paperwork is completed. I have filed a complaint with the XXXX XXXX XXXX Case # XXXX, on XX/XX/2021. Freedom Mortgage has responded three times with no outcome, just that they are reviewing the documents. The rate has expired three times and we have been asked twice to update our financials and our primary home homeowners insurance b/c the copy we sent originally also expired since XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A