Date Received: 2021-05-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Today is XX/XX/2121 and my 5th closing date for a VA Streamline refinance, IRRRL, is finally XX/XX/XXXX. with Freedom Mortgage. We had to hire our own attorney to do title work because Freedom Mortgage decided that they wanted to put both the tracts of land under the current mortgage, including a tract of land that was fully paid as security for the mortgage. Because we did not want a fully paid tract of land to be included in the mortgage for the refinance, we had to hire an attorney to do the title work ( keeping in mind that the this property never changed hands and everything should be the same as the current mortgage and title. The 4th closing was cancelled because Freedom Mortgage had the fully paid tract of land, tract XXXX, included in the mortgage and the land where the house sits, tract XXXX was not in the documents! The title work was completed by our attorney and sent to Freedom Mortgage a month ago. Again the delays by Freedom Mortgage are beyond comprehension. This is supposed to be a simple refinance, with no changes other than the interest rate. I continue to pay 4 % on the current loan when we could have completed a refinance with any mortgage company and been paying 2.25 %. I have not applied to another company because rates have gone up and my rate was locked at 2.25 %. I feel like a prisoner in this process that will never end ( and for no good reason ). What is supposed to be a simple refinance, has been in process since the end of 2020, XX/XX/2020. Freedom Mortgages careless regard for their customer is defeating. I am trapped into waiting for refinance because of a rate lock and I continue to wonder if the loan will ever truly close. In the meantime, I continue to pay 1.75 % higher interest every day. Freedom Mortgage should be compensating us the difference for every day that the closing is delayed and there should be additional restitution for all of the stress they continue to cause due to their excessive delays. I want this loan to be closed. Freedom Mortgage should be refinancing the previous loan which included the house and land it sits on and no other land. As a mortgage company, they should know that they can not ask for our other fully paid land to be added to the mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2021-05-31
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 are in the process of a re-build of my barn due to a total loss fire claim. We started the tear down in XX/XX/2021 and the new framework went up in XX/XX/2021, I had provided all required documentation to the Total Loss Dept at Freedom Mortgage and was familiar with their process : my insurance funds are released as the work progress is checked by a third party inspector hired by Freedom Mortgage - but I must call the Loss Draft Dept to request an inspection. On XX/XX/2021, I contacted the Loss Draft Department at Freedom Mortgage to request an inspection, which would then in turn result in the release of {$87000.00} the remaining funds left. Per their process, the inspector is supposed to contact me to schedule a time to view the property 's progress. No one called me in almost 2 weeks and I had these invoices to pay. On XX/XX/XXXX, I called the Loss Draft Dept at Freedom Mortgage and was told there was no need for an inspection as they would create an exception to release the funds based on the invoices I had in hand ( they require the vendor 's signature and homeowner signatures - which I obtained ). I uploaded them to their website www.insuranceclaimcheck.com, this was the same place I had previously uploaded required documentation. My calls to the Loss Draft Dept at Freedom Mortgage XXXX in detail : XX/XX/2021 - they told me the check is in process, XX/XX/2021 - I was told they switched servicers and are waiting for my documents to be transferred before they can process anything. I had previously sent them the adjustor 's worksheet and sent it to their new fax line ( XXXX ) XXXX, along with the XXXX invoices, XX/XX/2021 - I called to confirm the exception was in process to be approved their system did not have my information and the person updated it with an expedited exception request, XX/XX/2021 - I was told the exception was in process to be approved, XX/XX/2021 - I was told the check was waiting for signature, XX/XX/2021 - I was told the exception was not in progress and a check was not requested to be cut to me. I requested a supervisor and was told they needed proof the invoices were paid before they could release the funds. No one had explained this to me and she could see this in all the notes as I have called in for updates many times. I emailed her all the invoices showing paid, XX/XX/2021 I received an email from the same supervisor giving me an update that she will get in touch with all 4 vendors to confirm they were paid in full. She spoke with 1 - the electrician, and confirmed paid in full. She emailed the builder and a carpenter and cc 'd me - they both responded paid in full. She left the roofer a voicemail, he left a voicemail in return XXXX there is only a general voicemail inbox for the Loss Draft Dept ) stating the invoice was paid in full. XX/XX/2021 the supervisor did not respond to my emails requesting an update on the check - I called in and was told the exception was in process. XX/XX/2021 I requested and spoke with another supervisor and was told it will take XXXX business days for them to cut the check and they can't cut it any faster. It has been XXXX weeks at this point since I began the process to get reimbursed. XX/XX/2021 - I requested a supervisor and then asked for that person 's manager. The manager didn't see any of the notes from the other supervisor about contacting my vendors. She gave me her email address and I forwarded all of my emails with the supervisor from the Loss Draft Dept at Freedom Mortgage. She said they needed to confirm with the roofer first before all funds could be released - she called the roofer but he was on vacation. She said there was no record of his voicemail. She said she could cut the check the next day on XX/XX/XXXX if she could confirm the roofer 's invoice was paid in full. XX/XX/2021 - I could not get back in touch with the manager from the day before, but I got in touch with the previous supervisor and after many times being on hold she said she put an expedited request for the funds to be released but it would still be 7-10 business days and they could only send it to me via priority mail not overnight. I asked her how can I submit a complaint and she said she submitted a complaint for me and not to call back until Thursday, XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 014XX
Submitted Via: Web
Date Sent: 2021-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage has me in the negative section of credit report because iam on forbearance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78238
Submitted Via: Web
Date Sent: 2021-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This company has misappropriated my funds and refuses to make the necessary corrections. This company has made a ***false*** negative report to the credit bureaus. This mishandling of my payments is nothing short of pure incompetence as I have made the payments on the phone and with very detailed instructions on each call that I need the payments applied to my account properly. On each call I was assured this would be done, yet here we are well over a month after I tried to keep this VERY THING from happening as I'm fully aware of the incompetence this company seems to be allowed to operate with. XX/XX/2021 - XXXX ' mortgage payment made on time and in full ( misappropriated XXXX, no idea where the payment was applied to XX/XX/2021 - escrow shortage payment made on time and in full to a live representative ( misappropriated ), no idea where the payment was applied to. The escrow shortage is due to a property tax increase. XX/XX/2021 - XXXX ' mortgage payment made early and in full to a live representative ( misappropriated ), no idea where the payment was applied to. XX/XX/2021 - received a check from these people stating there was an overpayment for the escrow shortage. XX/XX/2021 - received a late notice letter stating I am late on payments and I owe XXXX to include a XXXX late fee. XX/XX/2021 - called in and spoke to XXXX id teller # XXXX at XXXX CST. I went over EVERY DETAIL of how I have called in to make payments over the phone in order to advise on where I need my payments to go so I could keep this very thing from happening. XXXX verified everything I have described in this complaint to be true and accurate and stated he would call me XX/XX/2021 when the corrections were made. No contact from this person ( SHOCKER ) so I am requesting a full investigation of this severely incompetent company ASAP. To be clear : I have no late payments at this time and I have NEVER made a payment late on this mortgage account and this was verified on the call with XXXX XXXX XX/XX/2021 ) at XXXX CST. Also verified on this live call that the payments are received and on time and in full yet no one knows where the money has been applied or why this is happening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2021-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In spite of telling them XXXX new mortgage loan servicer ), my payment has been send and the check was cleared already, they disregard that fact they received my payment and keep calling me for annoying debt collection calls. I sent check according to the address shown on the mortgage loan servicer change notice. Payment receiving center, XXXX and XXXX communication center do not communicate within the same organization. Incredibly incompetent and annoying. Wasting so much time answering their " debt collection '' calls. Please stop once and for all for this stupid institution to engage in this sort of irresponsible action. They are sending me wrong payment amount as well. They don't even read the purchased Note and Deed of Trust and changing the monthly payment amount. Totally unacceptable and illegal act.
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: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Its a two part problem but both involve mismanagement of monthly payments First, I received an annual escrow shortage bill in XXXX, I opted to pay the shortage to keep my payment low well the person who took my payment over the phone placed the whole sun in escrow thereby increasing my monthly payments, remember I did this Over the phone so that the payment would be applied to keep monthly low. Second I made the mistake of making payments before my due date, well the system or a person, unauthorized by me place my payments in principle only Column. And then preceding to short my account for 2 months. I was reported to credit agency and HUD for counseling.I called and some payment were fixed but Im still missing a month! Ive called multiple times, theyve lied to me, delayed by telling me it would be fixed next week and nothing has changed Ive written and called multiple times, Ive also asked for an audit to no avail .I dont know what else to do and I dont want to keep calling being a giant waste of time. freedom Mortage is the company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a few complaints. First complaint is about how my lender handled a payment discrepancy in XX/XX/XXXX. I made my XXXX payment using the lenders online payment portal and unfortunately my bank returned that payment. As soon as I found out I remade a payment again through the online payment portal and that payment cleared. I then made My XXXX payment again through the online payment portal 2 weeks later and that payment cleared. In XXXX I received a letter in the mail from the mortgage company stating that if I did not pay the 2 months that I was behind ( XXXX and XXXX ) they would begin foreclosure proceedings. I immediately called the lender and was informed that in XXXX my payments increased by XXXX +/- due to a shortage in my escrow account and so my XXXX payment and XXXX payments were short. Both of those payments were stuck into a suspend account until I paid the XXXX. I informed the customer service rep that I made both of the payments through the companies online payment portal paying the exact amount it instructed me to pay. I paid the XXXX over the phone and assumed everything was good. A month later I found out that the 2 payments were reported on my credit report as being 60+ days late and I found out that I was charged additional fees from the lender call property inspection fees to have someone come out and make sure the house was still occupied for both XXXX and XXXX. I again called the lender and said I didn't understand why i was charged fees to check on a property that they knew full well was occupied because I had in fact made both of the payments and they had held them in a suspend account and I would like they pate payments removed from my credit report because again the payments were made and it was their company that had them in a suspend account. I was told there was nothing that they could do that they would not remove the late payments from my credit report and they would not refund any fees. Second complaint is concerning how the lender is handling my escrow account. Last year and this year the lender over paid my insurance company for my homeowners policy resulting in refunds. In XXXX I requested that the lender do an escrow analysis do to getting the escrow refund from my insurance company. They informed me they only do them once a year and I would have to wait until it was completed at the end of XXXX. When I finally received the analysis it was completely wrong. They were using outdated figures. As stated in the complaint above, my payment was increased in XX/XX/XXXX to cover a shortage in my escrow ( do to their over-payment of my homeowners policy ), but they were using figures from 6 months prior to that. They also had the incorrect homeowners policy amount. I emailed and informed them of this and included a copy of the Homeowners invoice that was previously sent to them from my insurance company and asked if they would please do a revised escrow analysis using the correct information. They responded and said it would take a little time since they needed to do some investing and that they would provide results by XX/XX/XXXX. I have since sent 5 emails asking when this will be completed and have not received any response. At this point by the XX/XX/XXXX when they go to pay my Homeowners policy and taxes they will have enough in my escrow to cover everything for the year and an additional XXXX plus all they remaining payments for the XXXX year. This results in having an overage of approximately 750.00 more they the allowable excess per RESPA.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgages states that they paid my homeowners insurance from my escrow account on XX/XX/2021. The amount of my homeowners insurance was deducted from my escrow account at that time. The insurance company ( XXXX XXXX ) states that they never received my insurance payment from Freedom Mortgage although it was deducted from my escrow account. I called Freedom Mortgage on XX/XX/2021 and they stated that the check for the insurance had been cashed by XXXX XXXX on XX/XX/2021. Freedom Mortgage further stated that they would send a copy of the cashed/canceled check to XXXX XXXX to clear up the matter. At that time, myself and a representative of Freedom Mortgage conference called XXXX XXXX. XXXX XXXX stated that as soon as they received the canceled check they would make my account paid in full. XXXX XXXX never received a copy of the canceled check. I called Freedom Mortgage again on XX/XX/2021 at which time they stated that they will email a copy of the canceled check to both XXXX XXXX and myself within 48 hours. Neither of us received a copy of the canceled check ( again ). I called Freedom Mortgage again on XX/XX/2021 and discussed my frustration with the situation and inability of the company to account for the money taken out of my escrow account. The representative reassured me that within the next 48 hours they would have a copy of the canceled check to both me and XXXX XXXX. She also stated that she will follow up with me to make sure I got it. I told Freedom Mortgage at that time that if they did not follow through within the next 48 hours ( as I have been promised by them on a couple of occasions ) that I will file a complaint with CFPB. The representative assured me that the matter will be taken care of expeditiously. It is now XX/XX/2021 and I still have not gotten a copy of the canceled check and neither has XXXX XXXX. The escrow money has not been returned to my account by Freedom Mortgage and I had to pay my homeowners insurance out of pocket or XXXX XXXX was going to cancel my policy.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Last month, on XX/XX/XXXX, I filed a complaint regarding my escrow overage and property taxes ( XXXX ). In the companies response, they stated that they have processed my account as tax exempt and updated the escrow. On XX/XX/XXXX I sent a message stating that a refund in the amount of {$940.00} was mailed from the taxing authority and asking how long it would take to process. I received no response. On XX/XX/XXXX the mortgage company received a refund for XXXX property taxes in the amount of {$940.00} from XXXX XXXX. Instead of refunding the overage to me, which they stated they would do, they put the money into escrow. I was informed that they will not refund the money to me until they receive the refund from the other two taxing authorities. I informed them last month that I already received the money as it was sent directly to me. I informed them of this again today and was still told that they are waiting on it and the research team will follow up on XX/XX/XXXX. This is message I received : The tax lines have been updated with your Full Tax Exemption for the XXXX and XXXX tax years. A refund in the amount of {$940.00} was received from XXXX XXXX for the XXXX tax year, installment. The funds were placed into the escrow account. We are still pending a refund from the tax office to be placed back into the escrow account for the remainder. The next follow up will be XX/XX/XXXX, nearly three weeks after receiving the money. Enclosed is a copy of the Escrow Account Disclosure Statement, generated on XX/XX/XXXX, for your records. Even though they acknowledge that I am tax exempt, they are refusing to refund the money. Again they are violating RESPA section 10. They are intentionally and knowingly creating an overage in my escrow account and refusing to process the refund of the money again. I do not understand why it is such a difficult process to have my money refunded in a timely matter, especially when the amount is so high. XX/XX/XXXX isn't even a completion date, it's a follow up date. Since the last complaint, I have sent all correspondence regarding this matter through their online account messaging.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage hasnt been able to finish my mortgage refinance since XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A