Date Received: 2021-06-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have an FHA mortgage with Freedom Mortgage Corporation that was temporarily on a Covid-19 forbearance. XX/XX/2021, I called Freedom Mortgage and indicated that I wanted to remove the loan from forbearance and resume payments via an owner occupied modification. Additionally, in XX/XX/2021, I resumed my regular monthly mortgage payments and of note, I have been making my regular monthly mortgage payments, every single month since XX/XX/2021. During this XXXX call, to end my forbearance, I was told that I would receive a loan modification packet within 30 days from underwriting with new terms of my mortgage and my signature would be required to accept this offer. Unfortunately, 4 months later, I never received this packet, and my mortgage is still in forbearance and no one at Freedom Mortgage has been able to help me move my mortgage into a current status after 4 months of waiting for loan modification documents. I call weekly and I do not get any clear information and it quite frustrating and concerning to me. There so many disparities in the knowledge levels in the customer service reps and Freedom has these escalation supervisor and their ability to triage and follow-up on escalated issues is sub-par. My property is held in a land trust and I have sent in the required Land Trust Review and a certified copy of my trust agreement to show that I am the only vested owner on my deed. Can your organization please intervene, regulate, or help enforce a level of fairness and diligence in business operations and efficiencies at Freedom with this situation? This forbearance being reported on my credit report 4 months later after I indicated I am able to pay my mortgage is totally unethical and just irresponsible and there is no one accountable within the entire company to even help me. Overall, Freedom Mortgage has been a very difficult company to work with in general. I can not recommend this company at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60649
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan was orginated by XXXX XXXX in XX/XX/2020. Principal balance was : XXXX at 3.125 % 30 years fixed loan. We have been paying monthly principal+ interest, with additional principal balance of $ XXXX/month. We have never been late nor missed the payment. The recent statement from Freedom Mortgage reflect different remaining blance. I requested the explation, no one reached me in writing to explain what happened. This company is really ridiculous ignoring my request and failed to explain why my loan balance is higher than it should be by now. Need detailed written explanation why balance is higher that what it should be. Who took my money and applied these fund to where.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90275
Submitted Via: Web
Date Sent: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-09
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: I decided to enlist in the military for XXXX XXXX in the summer of 2019. By XXXX, I had gone to MEPS and by XXXX, I had my date for BMT. In XXXX, XXXX, AND XXXX, my husband and I made calls to our mortgage company to inform them I would be shipping out for training in XX/XX/2019 and would likely see 2 months with no paycheck while that payroll got started up. Supposedly they record their phone calls, so these should be obtainable with the request from the right party. We asked them if there were any policies in place that could assist us during that time, and were told they can only freeze or postpone payments for those who are currently XXXX. They told us to just pay the missed payments along with their late fee once we got our checks. But we didn't get that opportunity, as by the beginning of XXXX, they had sent my husband a letter informing him they had put the paperwork in for a foreclosure filing. Once we did have the funds back in our account and could pay on the house to catch us up, and get us out of foreclosure territory, we saw that once the late fees and legal fees from the foreclosure were added up, we were short by about {$1500.00}. We asked if we could put it onto the next months payment and were denied. They said they would only accept the entirety of the current due in order to allow us out of foreclosure and to resume normal payments. We couldn't get these funds together in time and so they proceeded with obtaining legal fees that we would be responsible to pay for during the process. Our realtor heard what had happened and told us to do a quick sale on our home. We did, sold the house for more than what it was worth, avoided a foreclosure on our mortgage account ( they took it off the file ), but they would not go back and submit a credit update to fix the credit score. If everything had been a normal foreclosure, this would make sense. But I've been told repeatedly to seek legal council because placing us into foreclosure while I was serving XXXX XXXX, without any formal document informing us of the foreclosure and without any signature of acknowledgement by myself or a judge supposedly is illegal. I am not knowledgeable enough to know if we have any support in this matter or not, or if they were allowed to do what they did. We tried to contact them several times in the last five months regarding the credit filing. I spoke to the customer service manager who claimed she didn't know how the foreclosure could have happened. She, like every representative before her that we spoke to, saw the military orders in my file and saw where I had been stationed in a different state for training. She sounded confused and concerned and reassured me she would get some answers for me and respond to me within the next two business days. It has been over two months since I heard from her and I've tried to reach back out to her twice since then. I have left a message for her the last time, begging for her to just call and let me know what she found out so we could get help and fix things. I never got a response. We have filed disputes with the credit companies they submitted the score change to last year with the foreclosure, but so far have had no luck finding a solution. It seems from what we are hearing that there is no way for the credit company to know if the foreclosure was legal or not. So to have it fixed, we would need to address the problem at the source, which is who reported it in the first place. Freedom Mortgage. They will not communicate with us and we have tried too many times to continue feeling like there is hope in the attempts. We need help from somewhere else at this point or we are going to lose everything we have, and have no way to get what we need afterwards.
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: 2021-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage for my primary home through Freedom Mortgage based our of NY. I have been paying them on time for the last 5 years with a Direct deposit on the last day of the month without a miss. Last XXXX, they categorized one of the payments into suspense and marked my regular mortgage payment late. Since then, they did not want to acknowledge the error and correct the statement because of which I am not able to refinance. I tried working it out with the company for last 6 months with no success!!!!
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : 1 ) For transition from XXXX to XXXX then Freedom Mortgage, XXXX never notified me even though I had reached out to the XXXX representative about where to send the payments to. 2 ) Freedom Mortgages accounting is extremely disorganized. They keeps charging me much higher than the actual due amounts. Their representatives never get back to me to clear the issues despite many hours on the phone. My account # is XXXX. 3 ) Many many hours have been spent on the phone to sort out these issues and still no resolution to date. 4 ) I had over XXXX credit score before going into this. My credit has been impacted to no fault of my own. I deserve a better mortgage company who can truly service my loan. If possible, I would love to switch to a different company with no additional costs. Details : I closed on a mortgage with XXXX, loan # XXXX with the main point of contact of XXXX XXXX XXXX on XX/XX/XXXX. I was told that my first mortgage payment would be due on XX/XX/XXXX. I had contacted XXXX XXXX in mid XXXX about where to send the payment to. She kept saying there will be a letter in the mail but provided no information at all. I didnt receive any information in the mail and proceeded to make payment to the information indicated in the closing document and made payments good for 2 months. I learned in early XXXX that XXXX had XXXX service their loans, then my loan was sold to Freedom Mortgage. I didnt get any notice from XXXX nor XXXX about this transition. XXXX did not know where the payments XXXX sent went to. I had to spend more than 15 hours on the phone, 5+ with my bank at XXXX who had issued 3 checks to XXXX, 5+ hours with XXXX, XXXX XXXX XXXX XXXX XXXX 4+ hours with Freedom Mortgage. Even though I agreed to one month of payment to be made at the end of XXXX for XXXX through Freedom Mortgages website in my account, but 2 months of payment was charged instead. I should be good until end of XXXX. However, on XX/XX/XXXX, there are 31 entries of payments made and reversed in my Freedom Mortgage account, and says {$4000.00} due. Freedom Mortgage claimed on XX/XX/XXXX that the payment made by XXXX to Freedom was returned but XXXX said subsequently it was not. In the meanwhile, my credit has been impacted with a drop of credit scores. There is no integrity to the electronic system of Freedom mortgage accounting. Random charges was made and little information about who made the payment ( no distinction of payment made by XXXX vs me ). I gave XXXX my business with top credit history of over XXXX. Terrible transition by XXXX and I am left with a horrible mortgage company who has already impacted my credit score in 4 months to no fault of my own. Since I serve in the military, I have had to move often. This was the 8th mortgage I have made and by far the most disorganized process by XXXX and Freedom Mortgage. I gave XXXX my business with top credit history of over XXXX. Terrible transition by XXXX and I am left with a horrible mortgage company who has already impacted my credit score in a mere 4 month period, to no fault of my own. I had more than XXXX credit score and still are current in all of my other accounts ; however, my credit has been impacted from the mess that all these banks have created. I have been trying to pay at Freedom Mortgage but they are charging me so much more than what I should pay. I was trying to pay in XXXX for one month knowing that the check from XXXX for is forthcoming, but Freedom Mortgage ended up charging me for 2 months even though the confirmation of payment is only for one month. Freedom Mortgages online account is extremely disorganized where there had been 31 entries between XXXX and XXXX where there should be just 4 entries for payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We were scheduled to close today XXXX XX/XX/21 XXXX. The title company 's notary showed up with an outdated closing disclosure XXXX CD ) that was dated XX/XX/21 ( the most recent advance copy we had received was dated XX/XX/21 and all parties agreed to it XXXX. We told the notary we would not sign the incorrect paperwork. Then the notary said he possibly received an updated CD on the drive over. He checked his email and said he did receive updated paperwork, but would need about an hour to go and print new closing documents. He came back with a CD that was still different than the CD agreed upon between us and Freedom Mortgage. Specifically, this new CD had us owing MORE money at closing without anybody from Freedom Mortgage ever contacting us about that. In fact, I have an email from Freedom Mortgage at XXXX XXXX today verifying the cash at closing would be {$1700.00} XXXX yet it somehow increased XXXX. Even if we wanted to pay the extra money the bank was closed, and we already had a cashier 's check for the amount Freedom Mortgage verified earlier today. We were forced to either walk away or feel pressured to agree to the new loan terms at the time of signing. We refused to sign the closing documents at tonight 's second offering.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21045
Submitted Via: Web
Date Sent: 2021-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a notice from the Town that a lien with a XXXX fee will be placed on the property XX/XX/XXXX if the property taxes where not paid. This was a surprise to me as Freedom Mortgage handles my escrow account and receives any tax bills. Freedom did pay the homeowners insurance but failed to pay not one but two property tax installments for a total of XXXX and XXXX in interest. Freedom was notified about the issue electronically and in writing XX/XX/XXXX. They where also contacted again when the issue still wasn't resolved. They said more research needed to be done and I would have an answer no later then XX/XX/XXXX. Well its XX/XX/XXXX and the taxes have not been paid and continue to accumulate interest. The total now stands at XXXX. This years tax bills are also approaching soon. Another interesting note is that I pay XXXX every month for taxes and insurance but there is only XXXX available in the escrow account. Money was also transferred over during refinance XX/XX/XXXX from the other loan. If only the insurance was paid and not the taxes then where is the rest of the money? And yes my mortgage payments are made on time every month as you can see in the attached statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 062XX
Submitted Via: Web
Date Sent: 2021-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company did a loan modification due to the coronavirus. I was laid off from work for a few months and asked for a forbearance. ( XX/XX/XXXX XXXX Before the loan modification they kept saying my escrow account was in the negative and my taxes were going up so they kept raising my monthly payment. Started making payments again XX/XX/XXXX. After asking for load modification. So after 7 months finally got my new paperwork for the loan modification. XX/XX/XXXX. Which was great except a month later now they say my escrow is delinquent and they are raising my payments again! It took 7 months to get the loan modification and they could not figure everything out before they sent new paperwork! Every month it is something new with them! So extremely frustrated with this company! I signed new paperwork for the loan modification end of XX/XX/XXXX. First payment due XXXX of XXXX of XXXX. Here it is first of XX/XX/XXXX and they want to raise my payments to XXXX! How can it be this delinquent in only a month! My mortgage was supposed to be a fixed mortgage. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 726XX
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: House damaged in tornado XX/XX/XXXX. Insurance company assessed damages and issued check for repairs XX/XX/XXXX. Mortgage company has had endorsed check and documents they requested via letter since XX/XX/XXXX. Sent confirmation email to us XX/XX/XXXX confirming all doc 's received and review process started. S/W someone in the Loss Drafts Dept on XX/XX/XXXX who confirmed review process was completed XX/XX/XXXX and disbursement check ( first of several to be made ) would be issued within 10 business days. Check should have issued by XX/XX/XXXX. Called company XX/XX/XXXX to check status-was now told something else ; asked to speak with Supervisor-was given a name and told they would call me back. No call ever received. Called company again XX/XX/XXXX and spoke with a Supervisor-was assured they had authorization to issue the first disbursement within 2 days ( by Fri XX/XX/XXXX ) and was mailing it Priority Mail. Check has not been received. I have sent 3 emails and called and left messages - not getting any response from anyone. Mortgage company has had our repair funds for 30 days - we have been out of our home 2 months and 11 days and no repair work has begun because we can not get the money for repairs from the mortgage company. When you call their Customer Care line in the Loss Drafts Department, the usual wait time for someone to pick up the call is 15-20 minutes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30265
Submitted Via: Web
Date Sent: 2021-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Ive been trying to get a hold of my freedom mortgage to correct the issues with my refinance. The last time I called the direct number I was hung up on by my loan officer. My loan still has not closed although it has been over 3 weeks. I have attempted to close the loan on two other occasions and freedom mortgage made mistakes on the paperwork. My refinance loan has been in process since XXXX. I have my XXXX payment due and I need to close between XXXX and XXXX on XXXX XXXX due to a number of extenuating circumstances. I will not be available to close past the XXXX as I am in the military and have orders to move to South Carolina. I have made it abundantly clear the last 4+ times I have called freedom mortgage to receive an update. Every update over the phone I have received from freedom mortgage assured me that the issue would be resolved in the next XXXX hours and I would receive a call from the company to schedule. I have never once recieved a call back or follow up via email in the last three weeks. Nothing has been resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92780
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A