Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX, we closed on a refinance with Freedom Mortgage. On Saturday XX/XX/XXXX, we received a check in the mail in the amount of {$3500.00}. I thought this was weird since there was no mention of this check in the closing of our refinance. I immediately called the closing department on XX/XX/XXXX at XXXX XXXX. I asked about the check amount and this check was explained to me per the letter attached, that it was a surplus, and it needed to be issued to me for payment. I was assured that I could cash this check and move forward with whatever I wanted to do with it. I cashed the check via mobile deposit with XXXX XXXX on XX/XX/XXXX. I did spend some of the money. On XX/XX/XXXX, I received a notification from my bank that the check was not honored. I called Freedom Mortgage immediately and explained the situation, I was put on hold for 3 hours! I hung up then I called back and was put on hold for another hour. I was told that this was a miss communication and that the money was needed to close the refinance and that the check was REVERSED without my knowledge or any from of communication. This left my account in a negative balance. I have a family of 5 and I have been asking my mother to borrow money for food, gas and bills. I have been without money because of this ridiculous mistake that I should not be punished for! I have been speaking to the escalation department to have at least {$1600.00} money returned to my account to bring it back to a positive balance. I have not received no answer as of today. I spoke to XXXX XXXX on XX/XX/2021 and was told that I would get a call back by XXXX, no call was returned. I called back today ( XX/XX/2021 ) I spoke to XXXX XXXX again and he has no answer for me as he has not heard from his upper management. He placed me on hold for 20 minutes before being transferred back to customer service. As we speak I'm still on hold to be transferred back to XXXX. This has been a grate frustration and this mistake is clearly theirs and they should be liable for this mistake.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92113
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX a deduction of {$4800.00} was taken and paid out of our escrow account to pay property taxes for an incorrect Parcel # located in a completely different county. Our property taxes {$3300.00} have not been paid and a 10 % late fee has been added. To date XX/XX/XXXX, Funds have not been put back into our escrow account and our taxes have yet to be paid. We have received an escrow account analysis which is incorrect based on our account reflecting we have a {$9700.00} property tax bill yearly, which has now caused our mortgage to increase from {$1500.00} to {$2400.00} starting XX/XX/XXXX. Our money has been mismanaged!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92071
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My insurance went up. i reached out and priced some other options. I found a better policy. i setup a payment with the new policy. i sent the new policy over to freedom mortgage. they then paid the old policy which i had cancelled. then they paid the new policy which i had paid. when i called them to get this corrected they informed me it was my responsibility to resolve the issue on my own and that i was negative in my escrow now due to them paying XXXX insurance policies and also had to pay them too
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33470
Submitted Via: Web
Date Sent: 2021-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage has informed me they do not have our mortgage note. I am now concerned about the status of my VA loan and payment of state and county taxes. Freedom Mortgage representatives will not return my calls or emails. Due to refinancing, Freedom Mortgage bought the mortgage notes servicing rights a few months back from XXXX XXXX. After the transition, Freedom Mortgage Company contacted me wanting me to refinance my VA mortgage to a lower interest rate. During the process of refinancing Freedom Mortgage contacted me saying they do not have my mortgage note and can not move forward. The company emails me through some document program statingwe need your signed Net Tangible Benefit and/or modification agreement. I have tried emailing and phoning the company representatives in resolving this issue with no response. I have been paying our mortgage monthly but am now very concerned if Freedom is distributing my mortgage payments to the correct loan service, state and local taxes. I dont know what it means when your mortgage company lost my note! Freedom Mortgage Corporation XXXX. XXXX XXXX XXXX, IN XXXX XXXX I would appreciate any help in resolving this issue. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28037
Submitted Via: Web
Date Sent: 2021-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 I wired a mortgage payoff ( {$160000.00} ) to Freedom Mort. Corp 's bank in XXXX, OH. ( XXXX ). My bank ( XXXX ) verified the wire transfer on this day. Monday, XX/XX/2021, the {$160000.00} previously wired, was returned to my bank acct. I have pay-off documentation that provided the bank acct. at XXXX to wire funds to. Customer service staff at Freedom Mort. can not tell me why the money was returned and it's already XX/XX/2021. It is costing me interest of this mortgage note every day they delay and do not respond. Can someone or some organization help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80537
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My existing VA home loan was sold to Freedom Mortgage in XX/XX/XXXX. I started receiving calls from them constantly about refinancing. I said no a bunch of times, but then an agent named XXXX XXXX ID # XXXX called me XX/XX/XXXX. He offered me a lower interest rate which I thought was fair 2.75 %. I was most concerned about the fees because I knew that this is what would tell me how long it would take to see a benefit from the refinance. Mr. XXXX assured me he could offer me a great deal and I would only pay the VA Funding Fee ( {$970.00} ). There were other fees listed on the offer though. {$300.00} for a title - lender premium and {$550.00} for title-settlement fee. I called him back and specifically questioned him about the additional fees. He told me not to worry about these fees as they would be reimbursed by Freedom Mortgage after closing. I asked him how he could be giving me such a good deal and he told me it was because Freedom Mortgage didn't want to lose me as a customer. I told him that what he sent me did not match what he was telling me, but he promised that the fees would be reimbursed and it was crystal clear that the only fee I was on the hook for would be the VA funding fee. I made it clear that I was a little hesitant but I figured he was a licensed agent with a governing body so there must be some sort of ethics/honesty maintained in the business. We signed all the paperwork and closed XX/XX/XXXX. Not surprisingly, I get my first bill in XXXX and I was not reimbursed the {$300.00} or {$550.00} charges. On top of that, I get charged an extra {$75.00} recording fee that was not disclosed anywhere in the agreements. I call Mr. XXXX on XX/XX/XXXX and ask him why i was not reimbursed for the fees he promised. He told me I should have been reimbursed for the fees but that he can no longer do anything about it because the mortgage has closed. He told me that I had to call customer care. I call customer care tell them the whole story. They will look into it. I wait 2 weeks and call back the most recent time on XX/XX/XXXX since no one responded. I repeat the whole story and elevate the complaint, but they tell me " there really isn't anything they can do since the loan already closed ''. I ask why XXXX XXXX promised me I would be reimbursed and they responded that " there are always a few bad apples out there ''. Then they told me that I should have called customer care before signing the paperwork and they would have told me that I wouldn't be reimbursed for anything as if I should have known to check with HQ on whether or not what there representative was telling me was accurate. No one at Freedom Mortgage has denied that promises made to me or went back to listen to any of the " recorded '' phone conversations that are recorded to ensure quality which seems to be the exact issue here. They just keep telling me that since the mortgage closed there is nothing they can do. Was I a little naive? Yes. Did Freedom Mortgage intentionally deceive me? I believe so.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I started my CARES COVID Forbearance XX/XX/XXXX. XX/XX/XXXX I reached out to Freedom Mortgage to advise I was ready to move forward with my COVID Streamline FHA Solution based on the CARES Act and was advised I was eligible for a COVID Partial Claim with a loan modification to reach an affordable payment due to my income being impacted by COVID. On XX/XX/XXXX I reached out to Freedom mortgage for an update and was advised I was approved on XX/XX/XXXX for an FHA standalone modification which didn't include a partial claim. I advised the proposed payment of {$1100.00} from the offer dated XX/XX/XXXX was not affordable and was not given a valid reason as to why I was not approved for the Combination partial claim with a loan modification, but agent id XXXX would send an internal email to escalate the matter and agreed that I was eligible for a Combination partial claim/mod option. I was advised the offer letter sent were not the final terms and to sign and send it back anyway and I was assured I would be approved for the Combination partial claim /mod. I have been waiting for the final Modification/Partial Claim documents since XX/XX/XXXX and have yet to receive them. The Combination partial claim with a loan modification would reach a more affordable payment which is the solution I requested since XX/XX/XXXX and was told I was eligible for which is accurate based on the CARES Act and they type of loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92392
Submitted Via: Web
Date Sent: 2021-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or around XX/XX/XXXX I accepted an offer from Freedom Mortgage. The offer was to move my interest from 3.25 % down to 2.375 %. I signed and sent Freedom Mortgage all documents they requested. On XX/XX/XXXX, XXXX XXXX XXXX my consumer advocate ) emailed me the following " I wanted to update you on your refinance : we are waiting on the subordination and should have another update some time next week. Nothing else is needed from you at this time. If you have any questions, my contact information is below. '' During the month of XXXX, I contacted my other mortgage company to help with the subordination process. XXXX XXXX mention they have a specific process to complete the subordination. XXXX XXXX emailed and faxed the information to Freedom Mortgage to complete the process. On XX/XX/21 I've also emailed Freedom Mortage ( XXXX XXXX the needed documents from XXXX XXXX to complete the subordination. Around XX/XX/21, XXXX XXXX from Freedom Mortgage contacted me to advise me that my consumer advocate is her going forward. Together, we reviewed my file and the complications that are being experienced. She was able to see that Freedom Mortgage had gotten all documents from me that are needed, also, that Freedom Mortgage had gotten the contact information from XXXX XXXX BUT Freedom Mortgage have not followed the requested process to complete the subordination. During this conversation, XXXX mentions that if this loan does not close in XXXX, then the transaction will be voided. On XX/XX/XXXX, I've spoken with XXXX. She advises me that she is no longer my consumer advocate. She claims that she had limited access to my file. She then transfers me to a regular customer service rep. The customer service rep shares with me that on XX/XX/XXXX my re-finance was denied because the subordination was not completed. I feel that this company is making an attempt to NOT close on the loan because I will pay more money to them by keeping the higher interest rate. I think they are purposely making this transaction complicated, confusing and being deceptive. THEY CALLED ME TO MAKE THE OFFER. THEY APPROVED ME. But now I want to complete the offer, they are trying everything they can to NOT close on this loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92880
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the COVID pandemic I fell into hardship. I entered into a forebearance plan with XXXX XXXX my original loan serviced. During the forebearance the loan was sold to another mortgage servicer, Freedom Mortgage. Starting in XXXX of XXXX I began being able to make payments on my mortgage again and began to do so with an overpayment. I paid {$2000.00} each time. On two occasions I have contacted Freedom mortgage to come off of the COVID 19 forebearance plan after receiving threatening notices that they were looking into the option of foreclosure. They recently sent a statement that had an offer of coming off of forebearance but if I did not respond by XX/XX/XXXX that I would have automatically denied the offer. The day I was notified of this offer was XX/XX/XXXX. I asked questions about the amount of principle and terms of the loan modification they offered and the agent refused to answer my questions. I was told I would be contacted by a person who would explain these terms to me. Today XXXX XXXX I was contacted by a person to possibly explain the terms of the loan modification but the person wanted to record me and would not consent for me to record the conversation as well. At this juncture I am continuing to pay {$2000.00} for my mortgage which is nearly a {$500.00} over payment to show effort and good faith to bring my loan current. My fear is if the forebearance protections set forth expire they will try to foreclose my property while I am trying to legally come off the forebearance plan as set forth in the government protections in place since XXXX of XXXX. Freedom mortgage to this day has refused to work with me to complete the steps required by law to end my forebearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18301
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my mortgage with Freedom mortgage. The closing was done on XX/XX/2021. The paperwork stated e loan will be disbursed on XX/XX/2021. I checked on XX/XX/2021 with my existing mortgage servicer and I was informed the loan had not been paid off. I called freedom mortgage and I was told the loan would be disbursed on XX/XX/2021. I kept asking for an explanation of why I was not informed of this delay and none gives me an explanation. I checked today XX/XX/2021 and my existing mortgage servicer tells me the loan has not been paid off. Freedom mortgage tells me they have paid off the loan. I asked freedom mortgage for proof and they say that they can't provide me that information. I am worried since today is the XX/XX/2021 and I am past due on this mortgage for no fault of mine because freedom mortgage did not take care of funding the loan in time after closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20832
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A