Date Received: 2021-05-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Date : XX/XX/2021 XXXX XXXX XXXX as an agent for Freedom Mortgage Freedom Mortgage XXXX XXXX Emailing XXXX XXXX via a public internet provider ( XXXX XXXX in an attachment without encryption or other protection ( clear text attachment ) of the date identified below : Sending email unencrypted through a public network may be equivalent to publishing the information. Sending non-public information in an unencrypted email is therefore publishing non-public information. Confidential and non-public information included : Account number Social Security Number Date of Birth Name Address XXXX XXXX XXXX XXXX account numbers ( 2 accounts ) XXXX XXXX XXXX account number XXXX XXXX XXXX account number VA loan number This is in violation of : Federal Trade Commission Reporting Act ( FCRA ) Gramm-Leach-Bliley Act ( GLBA ) Fair Credit Reporting Act FTC document Protecting Personal Information A Guide to Business This demonstrates as lack of an adequate : Security Program Vulnerability Assessment / Risk Assessment /Security Plan / Mitigation Plan Security Measures tested Employee Training Electronic Controls / System Controls Plan for Responding to Security Incidents
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20902
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: I worked with a representative at Freedom Mortgage on XX/XX/21 to refinance my existing mortgage through XXXX XXXX, a subsidiary of Freedom Mortgage. I was offered favorable terms and advised I would not have any closing costs so I took the deal. I submitted proof of income documents for both of my current employers at the time and communicated with the loan originator on 5 different occasions between XX/XX/21 and XX/XX/21. The processing department made contact with my employers to confirm income and apparently the information they received was unsatisfactory for their purposes, so they closed my file and stopped my application. I did not receive any written, or verbal notification of this. I emailed the loan originator multiple times asking for an update over the last two months and even called the processing department and was told they would get back to me. I just learned that the file was closed today. Apart from being a waste of time, I feel that the credit inquiry should be removed due to lack of due diligence and good faith on the part of the lender.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21009
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am a secondary borrower for this mortgage loan. I co-signed with my sister. My sister filed XXXX XXXX Bankruptcy in 2016. This mortgage is under her bankruptcy. The mortgage will not stop reporting this account as delinquent on my credit report. I would like for them to stop reporting erroneous information. They are also utilizing bullying tactics
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 313XX
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage, through their subsidiary XXXX XXXX XXXX, purchased the rights to my loan in XX/XX/2020. In XXXX, I was contacted directly by Freedom mortgage to offer a 0.25 % rate reduction at no cost to me, no term reset, no addition to my loan balance. This was provided in both email and on a recorded line. After accepting, providing authorization to run my credit, and providing a full package of bank statements, pay stubs, w2s, insurance information, loan agreements for auto loans, and many more daisy chained requests, Freedom delayed the closing for weeks upon weeks at a time, then requesting a refresh of information ( new pay stubs, additional payment information on insurance even through they hold my mortgage, and escrow my homeowners insurance, etc ), and re requesting information that was already provided. The result is now 3 months later that they are ready to close, but my rate lock has expired and will now require me to pay points to process the refinance. Per the literal dozens of emails and phone calls that were recorded, there is a clear chain of provided requested information, only to have the company wait 5-10 business days at a time and then request the same documents again. The Company deliberately delayed on multiple occasions to allow the rate lock to expire, allowing them to collect fees to complete this transaction, as well as delay for months what should have been lower payments to the company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98126
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Last year, around XXXX, my monthly pay was {$3600.00} I signed a paper to refinance and I agree all information about the new refinance and new payment, being {$2800.00}, but later they called me to inform me that I couldn't refinance because I was in the COVID program for five months. They also told me that when I had to start paying my mortgage for three straight months, they were going to be able to refinance it. However, they lied to me about this. No one calls me or writes me back about this situation. I was reading an article about California 's laws that they could do me a loan modification, but they don't respond to the emails I keep sending them. I was thinking about doing a complain because I don't have enough money saved to pay the {$3600.00}, now that all of my salary is for the mortgage. The company is Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Hi, I have been informed when I started myForbearance Plan that my credit score will not be affected. This has also beenwritten in your Forbearance Plan that credit scores will not be affected. The Credit Bureau has informed me recentlythat my credit score has been impacted and lowered severely because of my Mortgage loan ( ForbearancePlan ). I am disputing what happened, and I was hoping you could help me restore my credit score as it used to be because this doesn't seem right and not fair. Please, I am looking forward to helping me resolve this matter by contacting the3 Credit Bureau ( XXXX ) as soon as possible. Regards XXXX XXXX LOAN # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has been holding back my home loan modification. I asked for the interest rate to be re-done since I have very good credit and they did not want to do it ( investor is not willing they told me ). Since this is a Conventional Loan. They are not willing to make any modifications on the rate to help. They said that they are modifying by placing my 5 payments at the end of my loan. I have paid my mortgage in a timely manner for over 4 months now ( I have paid my mortgage for over 10 years on time ) and I have asked them to let me know on the status of it and there is no resolution. I always get the same answer -- " WE ARE WORKING ON IT '' My statement ( attached ) shows that there is {$2700.00} as UNAPLIED PAYMENT .... am I paying interest to money that I have already payed? - Am I paying and money that is staying in a escrow account and not going into my account, while interest accrues? -- I do not how else to do do to get this resolved. I hope the XXXX XXXX XXXX help me to get this resolved or I will have to get an attorney to get some answers for me. thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76209
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage acquired my existing loan from XXXX XXXX. The acquisition took place effective XXXX. Freedom Mortgage failed to provide payment information or online access to newly acquired account until after the 15-day period stipulated in the notification provided by XXXX XXXX. Freedom Mortgage failed to respond to phone and email requests for payment instructions and started mailing out past-due notices, none of which were received until XXXX at which time online access was obtained and the account was verified as " Past Due ''. An immediate online payment was made as well as arrangements for auto-payment moving forward. Freedom Mortgage failed to properly acquire my account, failed to properly make payment options available and failed to properly respond to requests for information. To date, I continue to receive untimely " Past Due '' notifications in the mail as Freedom Mortgage can not properly account for the mortgage payment made on XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX we sent a Notice of Error to Freedom Mortgage stating that a number of Principal Only payments were not credited properly as we could see from the Payment Schedule we requested.. They responded and sent a Detail History dated XX/XX/XXXX. From that we were able to find most of the payments, but some were still missing and 2 checks for {$860.00} were never credited at all. On XX/XX/XXXX I called Customer Service and spoke to XXXX, XXXX. He helped me as much as possible with the limited information he had available. He suggested I send in copies of the cashed checks. So, on XX/XX/XXXX we sent a Second Notice of Error stating we were still missing the following : XX/XX/XXXX {$800.00} additional principal ; XX/XX/XXXX {$800.00} additional principal, and XX/XX/XXXX check # XXXX {$860.00}, # XXXX {$860.00} were not credited at all. ( I made the mistake of writing on both checks, additional principal. We also made an additional principal only payment of {$1700.00} on XX/XX/XXXX, which was credited correctly. We received a response on XX/XX/XXXX. They said the payments were verified and sent me a new Detail History dated XX/XX/XXXX. From this History we could see that a number of changes were done to manipulate the numbers. After 9 new entries added to XX/XX/XXXX we believe they gave a credit for {$800.00} and {$780.00}. ( not {$800.00} ) For XX/XX/XXXX they changed our XX/XX/XXXX regular payment of {$870.00} to {$860.00} and credited {$9.00} as additional principal. They have not accounted for the 2 missing checks of {$860.00} and never said they made a mistake. They just manipulated numbers and figured we wouldn't look at the Detail History and just take their word.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29615
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Good Morning, I need help, please. On XX/XX/XXXX, I received a letter in the mail from Freedom Mortgage stating I qualified for the Covid-19 Loan Modification. On XX/XX/XXXX I signed the form and sent it to the Loss Mitigation department as requested, On XX/XX/2021, I was sent another Covid-19 Loan Modification notifying the first one, which I did not know that until I made a phone call to get an update on the status, during this time I was still making partial payments to try to keep from going into foreclosure, the customer care rep. stated that I should continue to make the payments and that the Covid-19 Loss Modification was approved I should receive something in the mail by XX/XX/XXXX it never came. I called Freedom Mortgage spoke to XXXX. XXXX said everything was approved and to make the XXXX payment of XXXX which is the modified loan payment, however, I have not received anything in writing if I make the XXXX payment it will go towards the exiting loan. Here is XX/XX/XXXX and I still have not received anything from them nor has the loan been updated. I was told not to make any more payments towards the old loan. If I stop making the payment it will seem that I am abandoning the loan which is not the case, then they will be able to foreclose on the house once everything is lifted. I have had close communications with Freedom Mortgage, but it seems they are not working in my favor. I don't know who to speak to or where to go. I honestly believe they are trying to foreclose on the house. Can someone please tell me what to do? Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A