Date Received: 2021-05-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I sent an email to XXXX, per company agent, requesting the escrow account associated with loan # XXXX be absolved for both property taxes and home insurance. At that time I was asked to provide proof of homeowners insurance ( with the Declarations page ) and payment of property taxes. After several subsequent calls and emails to Freedom Mortgage providing numerous agents duplicates of the same information, three months later I finally received a notification letter dated XX/XX/XXXX, stating my escrow account had been absolved with an effective date of XX/XX/XXXX. ( Mortgage statements following this notification reflected accordingly. ) Following absolve of the escrow account associated with my VA loan # XXXX, I submitted application to refinance the loan to procure a lower interest rate. After an additional four months back and forth with Freedom Mortgage attempting to initiate the loan, to my surprise on XX/XX/XXXX, I received a postal notification stamped XXXX XXXX ( NMLS # : XXXX ) informing that my refinance loan # XXXXXXXXXX request had been withdrawn and the loan cancelled. Although the letter stated otherwise, this was not initiated at my request. Oddly a couple days later a representative reached out requesting information and I sent home declaration documents via email to XXXX re : loan # XXXX. Nothing was heard thereafter. I initiated an application for a third VA loan refinance the following year on XXXX, XXXX, XXXX. The loan application was submitted and accepted on XX/XX/XXXX, per representative under loan # XXXX. I was informed that the typical refinance process was approximately 30 45 days to close. Currently its been four month to no avail. Despite providing requested documents to agency representatives several times and a plethora of email correspondence ( see Enclosures ) to date [ XXXX XX/XX/XXXX ], this process is still ongoing. As outlines below, documents provided include proof of homeowners insurance ( declaration page ), proof of payment for homeowner insurance, and proof of payment for property taxes. I also enlisted the assistance of XXXX, my insurance company, to provide requested proof of insurance and payment. Since XX/XX/XXXX, Ive had four failed closings all the result of numerous errors which can be attributed to oversights by Freedom Mortgage ( FM ). Closings scheduled and noted errors : XXXX XX/XX/XXXX Received correspondence from Senior Loan Officer, XXXX XXXX ( NMLS # XXXX ) whom I had spoke with extensively on my loan and the VA refinance. XX/XX/XXXX Received phone call from XXXX XXXX who informed that my escrow wavier has been approved. During The call we also discussed a new rate and settled on 2.25 % loan refi. XXXX XX/XX/XXXX XXXX sixteen ( 16 ) page XXXX document to XXXX per rep for home owner insurance with effective date of XX/XX/XXXX. I was informed someone would verify with XXXX. ( initially sent XXXX XXXX and XXXX on XX/XX/XXXX ) Following phone call to FM, XXXX requested paid in full receipt for the property taxes and home insurance showing as paid for the year. XX/XX/XXXX Resent XXXX homeowners insurance documents to XXXX XX/XX/XXXX Sent home declaration documents a 4th time to XXXX and XXXX XXXX XX/XX/XXXX Received text notification from XXXX Law Firm re : scheduled closing with XXXX XXXX on XX/XX/XXXX XX/XX/XXXX Notified Freedom Mortgage ( FM ) escalations Team that the notary nor myself had received closing documents for the XX/XX/XXXX scheduled closing date. Final Disclosure was email same day from XXXX. Thereafter, I immediately called to inform XXXX of the discrepancies with CD. XX/XX/XXXX Responding to XXXX former email, I/the made her aware that, Todays closing was cancelled by XXXX XXXX firm ( via text ) as neither party received the required documents to move forward with the loan signing. The following were cc on the correspondence : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XX/XX/XXXX XXXX email to XXXX requesting a return phone call about the loan. XX/XX/XXXX Received email from XXXX stating FM was, awaiting for confirmation that [ my ] rate will be extended past the expiration date of XX/XX/XXXX. XX/XX/XXXX Received notification of closing scheduled with XXXX Law Firm on XX/XX/XXXX XX/XX/XXXX Received text notification from XXXX Law Firm re : scheduled closing with XXXX XXXX on XX/XX/XXXX XX/XX/XXXX I called into FM after non-receipt of a CD. I was informed that the final cd was approved and requested a copy. XX/XX/XXXX Received text notification from XXXX Law Firm re : scheduled closing with XXXX XXXX on XX/XX/XXXX XX/XX/XXXX Final Disclosure for XX/XX/XXXX closing was received from Ursino who reviewed documents with me and I informed of noted discrepancies with the document. XX/XX/XXXX Received closing loan reminder with XXXX XXXX on XX/XX/XXXX ( note above changed ) XX/XX/XXXX Called and spoke with XXXX XXXX to notify that today I was closing and there was still errors on the document ( e.g. escrow waiver not applied ). Also inquired regarding if there would be a closing today. XX/XX/XXXX XXXX XXXX Firm informed that closing no closing documents were received. Closing cancelled. XXXX XX/XX/XXXX Financial Closing Disclosure received. Document incorrect again. Emailed XXXX to alert of error on the CD documents associated with my loan XX/XX/XXXX XXXX acknowledged ( via email ) receipt of documents from XXXX and forwarding information he received in reference to you homeowners Insurance to underwriting. XXXX also requested ( and I provided on XXXX XXXX, XXXX ). XX/XX/XXXX Received email from XXXX that approval to waive the escrow from the refi is annotated on the loan from a Manager in the Under Writing Department XX/XX/XXXX Closing scheduled but cancelled. Homeowner not informed. XX/XX/XXXX Received notice of payoff for current loan ( unpaid principal bal {$130000.00} ). I was assessed {$3500.00} for an escrow waiver thats been approved XX/XX/XXXX, a {$27.00} late fee (? ) and {$740.00} in accrued interest. XX/XX/XXXX Final Disclosure for XX/XX/XXXX closing was received from XXXX who reviewed documents with me and I informed of noted discrepancies with the document. ( Notably, I was assessed escrow account charges ) increasing my new loan amount to {$140.00}, XXXX. XX/XX/XXXX Closing Disclosure XXXX not final but most recent ) was received from XXXX who reviewed documents with me and I informed again of noted discrepancies with the document. ( escrow/amt ) XX/XX/XXXX Despite the errors I received notification of closing date scheduled with XXXX Law Firm on XX/XX/XXXX XX/XX/XXXX Received closing date reminder XX/XX/XXXX Received 2nd closing date reminder XX/XX/XXXX Received a 3rd closing loan reminder with a XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Day of closing : No updated disclosure had been provided so I call FM at XXXX. Spoke with XXXX in escalations hoping to have correction before XXXX schedule closing time. Mr. XXXX sent the Final Disclosure and we reviewed for accuracy. Again noted several discrepancies ( homeowner insurance access and property taxes and an closing cost for an escrow account ) were noted on the form. Although approval of the escrow waiver was apparent and set up of the account had been removed, the loan was still assessed fees for home insurance and property taxes leading to an increase of the loan amount. The attorney advised I not sign until documents are corrected. On XX/XX/XXXX, I received another closing disclosure ( via email from XXXX ), once again with noted discrepancies. The latest closing disclosure again includes an escrow account and now there are charges for a .15 % of loan amount ( for points ) despite my being approved for a rate extension ( notably 2.25 % as part of the original loan agreement ). I contacted Freedom Mortgage on XX/XX/XXXX to alert of the discrepancies for correction. After a week of no response, I reach out to the lender on XX/XX/XXXX only to be disconnected after making contact with a representative in the escalations department. Following two additional calls, as an attempt to reconnect, I spoke with XXXX, Lead Escalations, ( XXXX ) XXXX who informed to expect a follow-up call within 24 hours as he investigated. The afternoon of XX/XX/XXXX, scheduling called to set up closing for XX/XX/XXXX. Currently corrected documents have not been received for review ; however, I was informed to expect the document 3 days prior to the scheduled closing. I know this is lengthy but I wanted to be through. I look forward to your reply and a resolution to my problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29223
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: I called Freedom mortgage today and i was hung up on when i asked why i was being told the mini miranda rights when my account has always been current the rep could not answer put me on hold just to terminate the call. I called again and when i was told that the phone call was going to be recorded i told them that i did not agree to record the phone call and they were quick to tell me that they would terminate the call. i asked for a manager and explained that i was within my rights to not have the phone call recorded. My mortgage was recently transferred over to this company and i do not feel that they are following your protocols or the state protocols. I hate this company already. Please audit them to ensure that they are following and respecting their clients rights.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91911
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Company called us to say they could lower our rate. We submitted all personal documents and the new rate and low was approved. Been trying to schedule a signing and now they want us to get a Power Of Attorney so I can sign for my husband since he is out of the state for work. We did all that. They are delaying our closing and will not return our calls or emails. This has been the most run arrow down for months. Our representative, XXXX XXXX ( phone numberXXXX ) is the worst. No follow through. Wont return calls, and no one has any motivation to actually work. Tons of back and forth XXXX. Pretty sure the company is going bankrupt.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95776
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Old loan with XXXX XXXX was sold off to Freedom Mortgage XXXX as of, XX/XX/2021, and was informed it would be ready in their system as of XX/XX/2021, I have been ready to close my refinance through XXXX XXXX XXXX, and this payoff has held up the closing process. XXXXXXXX XXXX XXXXXXXX has been calling in requesting updates on this request since XX/XX/2021, they were informed that it would be ready by XX/XX/2021, XXXX XXXX had called to follow up on this request, and were told once again that it would be ready by XX/XX/2021, I had called in on the XXXX, to request my new loan number ( XXXX XXXX XXXX ) with Freedom Mortgage. The following day ( XX/XX/2021 ), the Loan processor at XXXXXXXX XXXX XXXXXXXX, and I had spoken with a supervisor at Freedom Mortgage by the name of " XXXX. '' XXXX had promised that he would follow up XXXX XX/XX/2021, at XXXX MST ), and provide the payoff quote as promised, XXXX never did call this morning, nor did he provide the payoff, as he originally promised. XXXX XXXX had called in, again, this morning to follow up on the request. Nothing has been accomplished. He had spoken with XXXX, Rep I.D : XXXX, she had promised a response by ( XX/XX/2021 ) XXXX MST. She did not commit to her promise, and the Rep I.D . was false. This is a big issue, my lock expires on XX/XX/2021, and were able to close as soon as XX/XX/2021, Freedom Mortgage has not delivered on their promise, on multiple occasions, and has caused a lot of stress on my end with the mortgage process.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started a refinance process with Freedom Mortgage on XX/XX/XXXX. They emailed me with instructions to access their website and provide the documents they listed which would be necessary for the process, which we did within 24 hours. Subsequent to that, we received request for something called a XXXX XXXX XXXX from our homeowners association. I contacted my XXXX, was advised we do not have a XXXX XXXX XXXX and to provide our bylaws with an explanation accordingly. I have had multiple discussions via phone and email with various representatives from Freedom Mortgage, including escalating to supervisors and managers. Freedom Mortgage advised me this would have been filed with the city XXXXr county and that it is always needed for the mortgage process. I have been in this house for almost 20 years, and refinanced several times, never have I been asked for this document. I researched XXXX XXXX XXXX and learned that not every association has something exactly called XXXX XXXX XXXX so I contacted my XXXX again and asked for any documentation that was filed with XXXXhe county regarding any restrictions or conditions. I was provided with a signed document filed with the county Declaration of Restrictions & Assessment of Liens ( attached XXXX. Freedom Mortgage representative, XXXX XXXX, advised me on XX/XX/XXXX via the verbal conversation that this was the documentation they needed. Today is XX/XX/XXXX and again I have another rep from Freedom Mort. emailing me asking for XXXX XXXX XXXX in order to close the loan. My concern is 1 ) they never told me up front that they would need this prior to me approving them pulling my credit ; 2 ) I've provided everything my XXXX has ; 3 ) I get a different rep contacting me each time and there is no coordination with the team therefore have to start over every time ; 4 ) they pulled my credit, per my authorization, and now my score has decreased because we haven't closed yet and 5 ) They currently hold my mortgage and have for several years so why are they asking me for this now?. They were not clear that this would be needed otherwise I would not have proceeded since my XXXX doesn't have this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48195
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX, my house had a burst water pipe which caused a flood within the home. Due to this mishap, I was required to pay out-of-pocket to cover damaged expenses and repair expenses. This led to a difficulty to cover the upcoming XXXX mortgage payment. That same day, I called Freedom Mortgage XXXX FM XXXX and spoke to a representative from their Mitigation department. I described the scenario and ask if it was possible to have a deferral of XXXX 's payment. The woman authorized the deferral and told me that I would not be debited the XXXX mortgage payment. In XXXX, I received a notification from XXXX stating that they had tried to debit my account twice but I had insufficient funds. I again called XXXX and spoke with another representative and explained the deferral, they then recommended that I begin a repayment plan for the missed XXXX payment. I started the repayment plan on XX/XX/XXXX and paid each month until the amount owed was payed off in XX/XX/XXXX. On XX/XX/XXXX, I received a credit report stating that I had multiple missed mortgage payments thus making me ineligible to receive another VA loan. I contacted XXXX immediately and disputed the missed payments. They initiated an investigation into the matter but concluded that since I was entered into a repayment plan, not a deferment plan, the payments made were marked as late thus causing the missed payments on my credit report. I have brought the matter to their Escalation Department and made an official complaint, but they refuse to acknowledge the miscommunication and correct the matter. I am currently in the process of selling my house and retiring from XXXX XXXX military, I am now unable to buy a new home at my next location due to the negligence caused by XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96707
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/21 FREEDOM MORTGAGE CORPORATION applied for a mortgage refinance on my behalf but without my consent. I had no contact with the company prior to this time. The application was submitted in my name with my address and social security number, along with a co-applicant whom I do not know. Co-applicant was listed at my same address. I contacted FREEDOM MORTGAGE CORPORATION on XX/XX/21 and XX/XX/21 but have not received resolution on the matter as they are unable to tell me how this application was submitted and have not corrected the inquiry with the credit bureaus.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84096
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: have made all payments on time but company claims XXXX and XXXX have not been made and have put me in default
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 I started in a forbearance with XXXX XXXX due to the Covid pandemic. I contacted them in XX/XX/2020 to let the know I was ready to start resuming payments again and to see what my options were, and they informed me that before they consider any mitigation options I would need to show I could make my payments again, and they set me up with a 3 month payment plan for XXXX, XXXX, and XXXX. Around mid XXXX I tried contacting XXXX again and they informed me that Freedom Mortgage had bought my loan and I needed to contact them. After exhausted efforts I reached the correct departure at Freedom Mortgage and spoke with someone about my options going forward out of this forbearance. I was then informed that I have no options but a loan modification and that they are backed up and it may take some time. I mentioned the other options the VA had counselled me on that I was more interested in that would have better served me, but they were dead set on my only option was their loan mod or pay the whole balance, and if I wasnt pleased with that they would be more that happy to just start the foreclose process. Thats not the answer I was hoping for so I asked if they needed anything from me as far as documents or anything, and they said, no just to complete the 3 month trial payments the XXXX set me up with then contact them after the last payment. I thought it was odd that they didnt or wouldnt offer me any other options with my VA loan especially since they arent wanting any documentation from me either. I contacted Freedom Mortgage after my last trial payment, and they said they would get a package together and sent it to their underwriting department. This was XX/XX/XXXX. I have been making payments for three months already now since XXXX and I missed 6 interest payments before that. Freedom would not send me anything that had to do with the loan mod to sign so that I knew what was going on until XXXX when my first payment was due in XXXX. I called them almost every week to check on it so that I could make sure to maintain payments, but they kept insisting on me to wait until I get the loan mod papers and sign them and turn them in until I make another payment that way I know how much they were. One I got then documents in the mail to get signed and notarized I realized that from XX/XX/2020 my mortgage had went from owing {$240000.00} to owing {$250000.00}. I contacted Freedom to have them explain such the huge variation. The only answer that the representative would give me was that there are lot of cost involved with housing applications, now Ive bought quite a few homes and Im not an ignorant person, so an answer like that didnt go very well with me so I started to lose faith in this company at that point. I contacted a local private financial counselling firm to go over my mortgage documents with me along with the CARES ACT and other pertinent Instructions that have to do with these fraudulent business practices in my opinion. What the outcome of our results look like from the beginning of the forbearance the outstanding balance would have been {$240000.00}, and when I informed them Im ready to start making payments again and starting apply funds towards my account the balance should have only been {$250000.00}, but somehow my loan mod is for the amount of {$250000.00} remember Ive been making payments for 3 months now and had funds in escrow also, and this is where things got really Interesting and sketchy from the mortgage companies stand point. We started going through everything now with a fine toothed comb and magnifying glass and found all kinds of fraudulent things even as far as {$500.00} incentive fees, why in the world am I paying an incentive fee when the law specified states no fees and in all technicality before my actual loan mod even started in the CARES ACT, and thats when VA and government backed loans werent supposed to be charged fees and extras for who knows what. This company has done nothing but steal money from me and lie to me since day one. If they would have let me try other mitigating options I believe that something else would have suited me better, also instead of them dragging their feet and possibly intentionally adding 2 extra months of extra uncalled for payments in XXXX and XXXX onto my new mortgage due to their lack of motivation and/or willingness to care about their customers even if they are veterans, but then again that wouldnt change the practices of the actual company or the training of their employees. Im sure there are some things that Im forgetting in this complaint, but there was just so many things I couldnt remember them all or wrote them all down. Documentation will be downloaded with this complaint to further justify validly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage. XXXX XXXX XXXX. XXXX XXXX Fl. XXXX and when interest rates started to go down I started looking for a Refi I guess freedo found out about it and offer me half a point. from 3,25 to 2.75. at the same time, I had savings account with XXXX that was paying me 2. % but they dropped down to XXXX so I took my savings out and paid them to XXXX and on the XXXX of XXXX checked my balance and I owed XXXX so using some of my wives saving We manage to get that amount together and it was sent to Freedom. Two days later I checked my balance and I had XXXX still in debt I called them and someone gave me the runaround putting me on hold several times and said he will call me. Well, I sent them messages and they sent me a payoff showing XXXX but get this it shows My Taxes and hazard insurance paid off and XXXX in Escrow???? well I sent them another message and told them to take the XXXX out of the escrow and send me the rest asap. Well, I have not heard anything. Can you help me?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78521
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A