Date Received: 2021-06-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: DUE NOT DO BUSINESS WITH FREEDOM MORTGAGE Due to COVID I was having income issues during that time I continued to get information from Freedom Mortgage that they could help me utilizing the Cares act and COVID relief. I called them to investigate what my options might be this is a rental property I had a renter that could not pay the rent due to COVID. I was told during that conversation that I could hold on payments for up to 6 months this started last XXXX. Once I was able to start making payments I should call them and talk about option for my loan. The had several options just extending the loan the amount of months that I missed, refinancing my loan or a loan modification. Fortunately 3 months later in XXXX my tenant returned to work and started to pay their rent and my personal income loss due to COVID was also less problematic. So I called Freedom Mortgage to start my payments back up and work on a process to extend my loan or refi an so on. Well this is where the NIGHT MARE started I was then told that due to the fact that this was a rental property and not a primary residency I could not extend the loan I could only go into modification ( which I learned later is a lye ) anyways so after several calls I agreed to enter a modification after being told they could possibly lower my interest rates and work on lowering the payment amount. Mind you this is XX/XX/2020 I was currently in a loan with a 5.5 % interest rate and was also in the process of refining my primary residence at a 2.25 % rate. So the NIGHT MARE continues when they come back with 2 options pay back what's owed and continue with your 5.5 % interest rate or take a new loan at 5.5 % for 40 more years I was flabbergasted but after arguing and weighing my options I was told if I take option 2 just make XXXX payments and then you will be out of the modification and free to refi with whom ever you want. So I made my XXXX, XXXX and XXXX Modification payments. But still have not completed my modification process. Rates are going up and I can't refi while in a Modification they have put me in purposeful financial distress and have not honored any of there process to date. As I write this I finally got my modification documents and was told there would be a notary at my house at XXXX XXXX XXXX call the manger XXXX at Freedom mortgage he says XXXX oh sorry they wont be there until XXXX ) no call to inform me of the change. At XXXX I get a call from the Notary that states she just got the request from the Freedom Mortgage. The call to arrange the singing today was made on XX/XX/XXXX. The Notary states let me get back to you and see when I can do it today. So assuming the papers get signed today they will then be sent back to Freedom Mortgage and have to be processed. It took them 63 days from the required 3rd payment made in XXXX to get modification papers to me so how long will it take to get the paper work processed. This property is in CA I owe approximately {$350000.00} it estimated value is over {$700000.00}. I think they are trying to put me in financial distress to foreclose on me this not only unethical it should be or is illegal. I have spent countless hours and phone calls with several managers I have done 2 verbal complaints and one written complaint with Freedom Mortgage without any resolve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92019
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over the course of several months, I have sent over twice the money to pay my monthly mortgage. Freedom Mortgage has continued to apply the additional monies to the next month 's payment. Depriving me of my right to pay off my mortgage quicker and according to the instructions I have provided to customer service through emails and phone conversations. I have sent several emails requesting the extra monies be applied directly to the principal. Each time after payment, I must call or email them to have the adjustment made to my account. It seems I am being penalized for extra payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We experienced water damage in our home due to a faulty water filter on XX/XX/2021. An adjuster came in from our homeowner 's insurance company and accessed the damage on XX/XX/XXXX. The insurance company issued a check on XX/XX/XXXX for the repairs based on their assessment in the amount of {$5200.00}, the check was issued to us as the homeowners and our mortgage company, Freedom Mortgage which is located in XXXX, MI. Once we received the check, I phoned Freedom Mortgage on XX/XX/XXXX to learn of the process to get their endorsement on the check. I was told by a gentleman named XXXX to mail the check to the Loss Draft Dept. and they would endorse the check and send it back. This process was to take 3-5 business days once they received the check. I specifically asked if anything else was needed and was told 'No '. The check was mailed that day. I called the Loss Draft Dept. on XX/XX/XXXX, to see if the check was on its way back to us and was told they needed a copy of the estimate from the insurance company. Initially, they said to 'mail ' it to them but not wanting to delay this any longer, I asked if there was an electronic way to get them the estimate, which I already had in my possession. I was told to fax the estimate to them. I asked why they hadn't contacted me to let us know there was missing information they needed and had not informed me of during the first phone call. Their response was that they had sent a letter which I had not received. This was the only thing they were waiting on, they said, and once received it would take 5-7 days to process. I attempted to fax the estimate to the number provided starting that day into the next morning resulting in multiple failed attempts. The fax number provided never answered. In the afternoon of XX/XX/XXXX, I called to inform them of not being able to successfully fax the estimate needed. I was then told, " Oh, that's strange, well you can email us the estimate ''. They also said once it was received it would take 5-7 days to process. I proceeded to email the estimate immediately following this phone call. I called on XX/XX/XXXX to check the status and was told the check was still being processed and should be completed in the next 3-5 days. The person I spoke with, didn't take her name, said she would escalate it. My phone call on XX/XX/XXXX, was the most disturbing as I was told they were still waiting on the estimate! After revealing the steps taken, reference from the above, they indicated, yes, they had the estimate but the check was still being processed and they would escalate it to the Processing department. It may take 7-10 days to process. Upon relaying this information to my husband, he called them back immediately and spoke with XXXX who said she would " push this issue '' and the check would be endorsed by the next day. In asking how we could expedite delivery of the check, we were told to purchase an overnite XXXX shipping label and send that directly to her via her company email. I purchased and sent the shipping label to her within hours. She did email a response indicating the shipping label was attached to my " claim ''. An email was sent to XXXX on XX/XX/XXXX to verify the check had been sent as promised but received no response. On XX/XX/XXXX, my husband called for a status, he asked to speak directly to XXXX. She told him the check is being processed and will take 7-10 days to be put in the mail at which time they will use the XXXX shipping label we purchased. Please note each phone call resulted in at least 45 minutes on hold prior to speaking to an individual. The last phone call was a 90 minute wait on hold. We have already had the repairs completed paying for the materials and some of the labor out of our own monies. We still owe money to the contractor who completed the work. Fortunately for us, the repairs were not hugely expensive but for a retired couple on a fixed income, we are relying on this check to pay off the costs incurred. The whole process of having to send a check through the mail for endorsement is archaic by today 's standards, also to be repeatedly lied to by the company who holds the lien on your home is extremely disturbing. This has led to unnecessary stress to myself and my husband and without any validity to the delay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: The company Freedom Mortgage changed the payment invoice to include property tax 's and insurance with out my knowledge. The payment went from {$1800.00} to {$2900.00} dollars a month. There was never an impound account at the time the loan was originated. I can not afford this monthly mortgage increase. The house is in forbearance and they are adding this amount to the forbearance account. This was all done without my consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92585
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced my home back in XXXX. I left freedom mortgage. I am waiting for an escrow payment refund and I never received it. Then they told me that everything matched right to XXXX and I am not entitled to any escrow payment. There is no way it came to exactly XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Hi there, My name is XXXX XXXX and my mortgage was recently sold from XXXX XXXX to Freedom Mortgage. The unfortunate part is that I was in the middle of completing an Insurance Claim Check with XXXX XXXX. I had completed all the steps necessary to receive the final payment from XXXX XXXX in the amount of {$14000.00} but suddenly they sold my loan to another mortgage company. Now, these sales happen all the time but I'm having a hard time getting the money that belongs to me from Freedom Mortgage. I have contacted Freedom Mortgage multiple times and provided all the documents again and yet there seem to be no resolutions. They keep saying that they're reviewing the documents. I need your help in retrieving the insurance claim funds that were used to repair my property and my new mortgage company is not releasing them for me. There has to be something that can be done. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2021-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We were offered a Covid Forebearance period of 6 months. After the forbearance period was over, we contacted Freedom Mortgage for reinstatement options. We were told that we were approved both by phone and US mail in XXXX for a " VA Disaster Cap and Extend Mod '' We started our three month TPP ( temporary payment plan ) in XXXX that would end in XXXX and at that point our permanent modification would be put into place. This the new monthly amount under the TPP was {$1000.00}. We paid {$1200.00} per month in XXXX, XXXX, XXXX, XXXX and now in XXXX. Fully satisfying the TPP. The first week of XXXX, I called and sent a message through the secure system to check the status of my permanent loan modification documents. I was told they were 30 days behind. At the end of XXXX, I called again and inquired again through the messaging center and was told " 7-10 business days '' your documents will be out to you ( with the explicit instructions about signing in front of a notary XXXX XXXX, the second week of XXXX I called, was told the same thing " We are behind getting the documents out but all is in order ''. I called again on XX/XX/XXXX, I was told the same thing but this time that I would be getting a status update from " XXXX '' my " single point of contact '' no later than XX/XX/XXXX. XX/XX/XXXX came and went, nothing. On XX/XX/XXXX I sent another message through the message center online and the response I got back was " It looks like some of the documents you sent were cut off or illegible and they are unacceptable we can not proceed '' What documents? The ONLY documents sent to them were the ones from XXXX that they MAILED to me and we signed and send back via XXXX overnight in the original form they were sent to us. Nothing was faxed, copied or replicated. This is all starting to seem like a stall tactic so that they can unjustly drag this out either to their benefit or to the tune of foreclosing on homes considering the inflated values of homes at the moment. Freedom Mortgage not only promised me over and over again that my loan mod docs would be to me " any time now '' *actual promises and congratulatory joy-pull the phone calls* and now they are literally ignoring me and making up complete fabrications about documents being " Cut off and unacceptable '' We even made a point at the beginning of XXXX to call XXXX once our XXXX was sent to them to confirm they were received, completed correctly and in our file. We were guaranteed that this was all set and that we had NOTHING more to do than to make the TPP payments and wait on our permanent loan mods docs in XXXX. It is now XXXX and we are no closer to our modification and moving forward.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48183
Submitted Via: Web
Date Sent: 2021-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage has continually paid my casualty insurance premium late, or not at all. I have spent 3 years fighting with freedom mortgage on this issue. 3 times this year theu told me they overnighted payment to my casualty insurance provider and have not done so. This year I had to pay my casualty premium for the year out of pocket in order to keep flood coverage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 990XX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would first like to start this off by stating we lost our home in a huge fire in XXXX and are just trying to rebuild. In XXXX I had called to ask how we go about getting money past the initial almost 59k to start the build. They explained when our contractor said we were almost to the 25 %, 50 % and 75 % we would need to call for an inspection. XXXX we officially broke ground for our foundation to be laid. XXXX our contractor said he felt we were at 25 % and that we should call for the 1st inspection, we had done all the cleanup and foundation. So, I called and they told me once they had it back that it would take a few days. I called on the XXXX of XXXX and they said that they needed to get ahold of the inspector because they needed more info and it would be done shortly. I called Yet again on the XXXX of XXXX to see if it was finalized yet and it still was not. So, I called on the XXXX of XXXX and spoke to a lady who told me our inspection came back at only 15 %. I did not understand because according to them my contractor would have the best idea of what we were at. So, I asked if she could call the inspection company to get more info. she said she was not able to do that but I could call them to better understand it. I also said I would like a copy of the inspection which she told me she would not be able to give me and I had to get it from the inspection company. I also asked to speak to a XXXX and she said that she could have XXXX call me back. I never received a call back for this. She did tell me she would put in an exception request for us to get more funds. I also asked for the inspection to be looked over again. XXXX our 1st inspection from the XXXX got looked over and came back at 18 % which was not the 25 % we were told we needed. We did get an exception check released for almost 30k on the XXXX. on XXXX I call for the 2nd inspection at this point we can not see how we would not at the very least be at 25 % we had the walls of the 1st story done as well as the garage poured. The inspection takes place on XXXX and on the XXXX it only comes back at 20 %. We do not understand how it could only be 2 % difference from our first inspection, with so much more done. I call and ask how it could only move 2 %, I am told yet again that it is not the mortgage company that makes the determination but the inspection company. but when I had called the inspection company after the 1st inspection, they told me it is the mortgage company who decides. So yet again I feel like I am not getting a clear answer. I asked to have it looked yet again because we did not think it was correct. I had also asked for a copy of the inspection as well. They also put in a thing where I was requesting more money even though we had only come back at 20 %. I have asked for our 3rd inspection on XXXX and it happens on the XXXX. On XXXX I got a text stating that my inspection results were available from my 2nd inspection being relooked at. I of course had to call and wait on hold before I get anyone. I am told that they looked at them again and we are actually at 32 %. At this point I am happy but also so frustrated that The EXACT same inspection with the same pics and info could come back so drastically different. I get told that they are sending 2 checks an exception one and the my 25 % one. they arrived on XXXX on XXXX I spoke to someone who said my 3rd inspection was done and we were at 50 %. They said our check would be approved and we would have it soon. I called on the XXXX to see if the check was sent yet and it had not been. XXXX told me the website was down indefinitely and she could not give me any info accept that we are at 50 %. I waited until the following Monday XXXX to try to call again. I called at XXXX and quickly spoke to a man who told me the website was still down. I asked when it would be up and he reassured me, that if I called in an hour, it would be up ... ... I called at XXXX and nothing, I would go through all of the prompts only for the other side to ring a few times and then tell me goodbye and hang-up on me. I called about 8 times over the next hour and literally got the same thing. How could thing be a thing when you have clients who need answers on their claims and you have no website up. I finally break down and just call the main # for my regular mortgage instead of the loss claim line, I am on hold for a while and then get someone who transfers me over to the loss department. I was on hold again for quite some time before someone picks up and tells me that their website is down indefinitely and I can just call back every hour to see if it's working again. I tell them what kept happening when I tried to call and they just said it's because they are having a system change over. This was extremely frustrating. I didn't know when or if my check for my money had been sent out yet. I waited until XXXX to call again, I got XXXX after being on hold a long time again. He now told me that my check got canceled and never was sent out. He also told me I now all of a sudden needed more documents that I never needed before to even get my check for being at 50 %. I was so frustrated and saddened to hear this. Here I am several months into this process and the mortgage company has already sent me 4 checks and now all of a sudden they go through a system change and they now require more stuff for me to get my money. Not to mention they canceled my last check and neglected to let me know this. I had been waiting for this money at this point like 2 weeks. I ask to speak to a manager and of course I don't get one, but i wait on hold for a very long time. He finally comes back and tells me his manager has approved the check for the 50 % completion and they would be sending that out asap.XXXX I call back in to see where my check is, I speak to a XXXX and she tells me my check will be sent out on the XXXX. I request to have a supervisor to call me back. I never received a manager call back. XXXX I call back again to see where the check is. XXXX tells me my check will now be sent out in XXXX days. I am obviously quite upset at this because I was told it would be sent out already. XXXX I call YET AGAIN I speak to XXXX who told me my check just got processed the day before and it will be sent out and take 7-10 business days to get to me. I ask if they can expedite it to me because it has now been a month, she tells me I can purchase a expedited envelope for something like 10 bucks. At this point I ask yet again for a manager, I wait on hold for a long time before one comes on, our call got dropped and he calls me back. To my surprise XXXX tells me that my check was processed the XXXX and was sent out this day the XXXX. So, to recap this last bit with my 50 % inspection. I called for it on XXXX it took place on the XXXX and results on the XXXX. The check was supposed to be sent by the end of the month I have called and spoke to too many people now about this. As of today XX/XX/XXXX I have yet to receive my 50 % check from XXXX the start of the process. I have called the company so many times and pretty much at every turn I have been met with just more obstacles in order to get my money to rebuild. I am constantly putting out money out of my own packet to finish work because they can not send money in a timely manner, or look over inspections correctly. I have also asked for a manager to call me back on at least 5 separate occasions and have NEVER received one from a manager where I didn't wait for an hour on hold.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 975XX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We suffered a flood which resulted, after several months, in an insurance payment. The insurance proceeds required endorsement of the Mortgage Company and the check was received by the mortgage company on XX/XX/2021. Mortgage company has been opaque in its communication, having failed to provide their procedures and refusing to communicate. Repeated calls to the " Loss Draft Department '' result in rude non-answers and the various representatives seem intent on continued delay. Despite having received the requested documents on XX/XX/2021, we were advised in a follow up call on XX/XX/2021 that additional information was needed. That information was immediately provided notwithstanding the mortgage company 's failure to follow up and request the additional information they desired. Initially, we were advised that this would be resolved by XX/XX/2021. On XX/XX/2021 the representative now advises that the " quick endorsement '' would likely not be completed until XX/XX/2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A