Date Received: 2021-05-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Where to begin? This mortgage company is a nightmare from start to finish with NO interdepartmental communication. We went through the loss mitigation process with them and it was an experience I wouldn't wish on anyone else. We had to submit and re-submit documents several times because the Loss Mitigation Dept would receive something but not make it known to the Lending Department. The entire process took MONTHS and we had to call SEVERAL times for updates and to ensure that everything was still being processed as expected and we almost always got conflicting information. We signed our documents in XXXX, did not receive the new contracts until XXXX and the process wasn't actually finalized until XXXX! In the meantime, two major hurricanes effected our area. Our insurance company was a breeze and had an inspector out to our location within a week and we had a check for the repairs before the month ended. Cut to the next nightmare with Freedom Mortgage. We were told to sign and submit our insurance check so that they could issue the funds as the repairs were made. Again, lack of communication as we were not told anything additional. WE had to call SEVERAL representatives until finally we were told the remaining steps of submitting the repair affidavit, etc. We were told the use the website insuranceclaimcheck.com to manage our process and to request inspections to continue receiving repair funds. Without any regard for letting customers know, the website has suddenly stopped servicing the claims. Freedom Mortgage did not tell us a thing. I've called multiple times to see why our inspection has not been completed and each time it's conflicting information. One representative says we have an inspection for tomorrow but to call this XXXX number, another gives us a XXXX number to schedule an inspection, another says they need a W-9 and repair affidavit. It is quite possibly the most frustrating situation I've had the displeasure of dealing with. The hurricane hit almost a year ago and we are STILL trying to sort this all out.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 706XX
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Applied for a refinance, at their request, with Freedom Mortgage of our current mortgage that they had done 2 years ago. We were unable to communicate with them most of the process due 3+ hour hold times and no response from emails. They missed the original lock period because they failed to be able to complete it. They then extended the lock, but failed again to be able to close it in time, although all items were provided to them timely. We tried many times to call but were unable to get through. Emails went unanswered. Approximately 1 week after the 2nd lock expired, they called and were ready to close. Upon review of the docs, they were asking us to pay 2+ points, amounting to approximately {$13000.00} in closing costs. There was no discussion with us regarding this fee. Fortunately, I have experience with mortgages and reviewed the redisclose docs and noticed that they added the points and fees with no discussion with us. When we spoke to escalations, they would just leave us on hold for 2-4 hours while they researched it. After hours on hold, they would hang up. After many calls, being on hold for over 20 hours, we gave up trying to get speak to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX I started working on refinancing my current VA loan with Freedom Mortgage and during the process the third party title company ( XXXX XXXX ) that the mortgage company was utilizing came back saying there was a lien on my property by XXXX XXXX. They stated they was working to clarify the issue. After a couple of weeks they notified me they was still having an issue. I called XXXX XXXX office and told them of my issue at which time they stated the title company was reading the file wrong and that they don't place liens on properties only the product. I called the title company and informed them of their error at which time they agreed and sent over a letter stating it was clear to move into closing. I was scheduled to close on XX/XX/XXXX and the mortgage company stated that since there was a delay we wouldn't meet the original closing date and that I needed to pay {$1600.00} for a 15 day rate lock extension. I argued this was no fault of my own and believed that it should fall back on the title company or them but not me. They disagreed and stated I would have to absorb the cost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98223
Submitted Via: Web
Date Sent: 2021-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX a tree fell on my chimney and both then fell on my house. My home is not livable, and I need to make repairs. Some repairs have been made, but I do not have enough money to pay those contractors, and I do not have enough money to pay anyone else to complete the rest of the work. The representative that I spoke with explained that, for repairs over $ 40k, it is their policy to " monitor '' the claim, which means that they will release only a portion of the funds, and then I will have to have an inspection by their representative before they will release any more funds for any further repairs. I have been unemployed since last XXXX, and do not have any extra cash or credit to complete these repairs out-of pocket and then wait for reimbursement. On XX/XX/XXXX, being more than 50 % complete, I requested an inspection online. Contractors were already awaiting payment at this time but I was told to request inspection after 50 % of the work was completed. On XX/XX/XXXX, at XXXX I received a call from someone speaking broken English. I could make out the words mortgage company being repeated. The call was dropped and they did not call back. At first I assumed this was a spam call, and I was driving at the time. However, recalling the inspection request, I called back later to double check that this wasn't important. The person was very argumentative, and broken English, but I managed to discern " inspection cancelled ''. I have a broad experience with accents, and this persons shouting was barely understandable. I tried to access the online system to see what the status was, but the system gave me a message that said that my claim was no longer serviced by the site and to contact the mortgage company directly. I called the mortgage company back, and told them what happened, and they said they would schedule another " expedited inspection ''. Pertaining to the website, the agent said it must just be a temporary glitch. On XX/XX/XXXX, having heard nothing, I called again. The representative asked for my address to look up the claim, and after inputting that information, he informed me that their system was down and he was unable to help. On XX/XX/XXXX, having still not received any indication of an inspection. I called again and spoke with XXXX, who said that she was able to find my claim in their system but couldn't locate any information on the inspection. She said this was probably because their system was being updated. She was going to contact the inspection company and call me back. During this time, I had been repeatedly trying to access the website, with no results. On XX/XX/XXXX, having still received no word on an inspection, I again attempted to access the website. Again I received the note Your claim has been found, however, this claim is no longer serviced by this site. Please contact your mortgage company directly. Calling the office again, XXXX answered. She advised that the company is having problems with all accounts and she could take my information and call back when she knows something. Supervisors have told her if someone wants to escalate the claim, to tell them that theres nothing she can do, and theres no way to request an inspection. After continued discussion, she said she could send an email to the case processor and theyll get back to me if they hear anything. She did send an email to the case processor and to management. She also said there was no task assigned, even though Id called on the XXXX and repeatedly before, so she assigned a task with the due date of that day. She assured me that management would review it, and someone should be calling me that day. It is not 24 hours later, on the XXXX, and as expected there has been no phone call. It is easy enough for me to provide photographic evidence of the work done to date. I will provide that here as there is no way for me to do so with Freedom Mortgage. Freedom mortgage is not, at this point, withholding funds because I wont meet their requirements. They are simply withholding my funds and not allowing me to meet any requirements. I have taken more than reasonable steps to meet their requirements. They are withholding my funds indefinitely without any recourse, and they are already overdue in issuing my funds to me, had they provided the inspection when it was requested. I am in temporary housing, and am unable to continue work to get my home livable again. This temporary housing has a limit, and Freedom Mortgages actions are threatening to have me without a livable home because they will not allow me to progress repairs on the property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70706
Submitted Via: Web
Date Sent: 2021-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My taxes are NOT being paid. The money to pay them is in my escrow account, and I have called the mortgage company almost WEEKLY to get them paid. They keep telling me they are waiting for a response from the tax office, which isn't true because they have talked to them AND received the tax statement from them. My Tax Office has talked to them, sent them a statement. .and they are still NOT getting paid. I'm now receiving delinquent tax notices from the tax office. I first contacted them XX/XX/2021... and have been trying to get them paid ever since. They have to actually read back thru notes when I call to get thru all the documentation of all the phone calls I've made!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In early XX/XX/2021 we were offered a XXXX XXXX VA Streamline Interest Rate Reduction Loan by Freedom Mortgage Corporation which we accepted. As of todays date, XX/XX/2021 this loan is not closed. We have made numerous numerous phone calls and sent several emails asking what is the problem. We are given the same 3 responses : 1. The loan must be sent to underwriting for review 2. The loan must be submitted for final approval 3. They must request an updated payoff They continue to pull our credit, send us emails and call us telling us to provide them with a payoff, or to contact them to schedule a closing only to repeatedly give us one of the above referenced reasons why they can not schedule a closing date. We are literally receiving 2-3 phone calls on the same day from different people giving us 1 of the 3 excuses why a closing can not be scheduled. Now, we are being told that because it is taking so long to close this loan the rate lock has expired and we will be assessed a XXXX % fee to extend the XXXX XXXX rate. A VA Streamline Rate Reduction Loan is the simplest mortgage loan to complete and yet Freedom Mortgage Corporation will not close this loan. We believe that for some reason they do not want to honor the terms of the mortgage loan they offered us and are trying to irritate us to the point we withdraw our application.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2021-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage was sold to Freedom Mortgage and they offered to refinance to a lower rate, so I took the offer. From there, they were quite difficult to deal with. They do not answer their phones, return voicemails or emails, do not properly schedule closings ( scheduled and no-show ), and keep you on hold for hours/do n't call back with option for call back. If this is how they act before they get your money, imagine how they'll act when they already have it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79606
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I received notice from my town of unpaid property tax from XXXX. I then contacted Freedom Mortgage about the issue, and they assured me that my property tax had been disbursed from my escrow on XXXX. In XXXX of XXXX, I then received another delinquency notice from my town, advising that my XXXX taxes were still unpaid in the amount of {$150.00}, and now with a late fee of {$56.00}. The notice advised me that if my taxes remained unpaid, additional fees would be assessed, and eventually my home would then be seized for sherriffs sale. I continued weekly dialog with Freedom Morgage, who said they would investigate. As of XXXX, my town property tax was still unpaid, at which time I paid the full {$210.00} ( {$160.00} in taxes+interest and {$56.00} in fees ) by writing a personal check to my town hall. Since then, I have continually been in communication with Freedom Mortgage demanding a refund of the out of pocket costs that I had to pay, a total of {$210.00}. They refuse to reimburse me, and continually tell me " the issue is still being investigated ''. I have submitted proof of my payment to them, and they still refuse to resolve my complaint. This has been ongoing for over 12 weeks, and there is no reason why they can not reimburse my expenses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 704XX
Submitted Via: Web
Date Sent: 2021-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2021 I have previously filed a complaint regarding this company. They are in receipt of my refund from The XXXX County Tax Assessors Office due to the fact that the company overcharged me for ESCROW. This has been a back and forth situation since XX/XX/2021 with this company. I spoke with a Supervisor XXXX XXXX, She hung up the telephone on me and did not call back. They continue giving various excuses for not issuing my refund in an expedient manner. I am requesting assistance with this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95765
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dates : XXXX, XX/XX/XXXX. XX/XX/XXXX, and other dates in XX/XX/XXXX Company : Freedom Mortgage Amounts : $ XXXX refinance for existing home mortgage Actions : 1. When I applied for the loan earlier this year, I specified that I was going to bring the money to closing. DO NOT roll the amount into the mortgage. 2. I was supposed to close in early XXXX. However, whenever the officer contacted me, I kept being told that I didn't have to bring anything to closing. 3. I kept talking to them about me bringing the money to closing. They kept telling me that it's being handled by escalation officer. It would be corrected. 4. We kept pushing out the closing date due to the same issue. On XX/XX/XXXX, I couldn't believe that they were still telling me that I didn't need to bring any cash for closing. I was very upset and threatened to end this process. They promised that it would be corrected by the end of Friday ( XX/XX/XXXX ). 5. On XX/XX/XXXX I contacted them again, I couldn't believe that they still told me I didn't need to bring any money to table. I simply told them that if it wasn't corrected by XXXX which was the scheduled closing date, I would go with another company. They promised they would correct it. Later that day, I even got a call and they told me the amount I was supposed to bring to the table and who the check should be made to. The officer and I went over the document ( in attachment ) and she told me the amount {$2600.00} was the amount I would bring to the table, despite I doubted that it said " cash to close was still 0 ''. 6. On XXXX as the notary lady sitting here in my livingroom, I couldn't believe that she was telling me that I didn't have to pay anything when I was ready to hand her the certified check. I was furious. I immediately called the company and all they did was to transfer me from one person to another. Eventually, I just called off the whole thing. I strongly think that this company is using unethical tactics to try to roll the closing costs into the mortgage despite I've corrected them 10 times. It doesn't matter who I talked to, I couldn't get them to correct it. It looks that this is the only option with this company. This is ridiculous!! They certainly need to be investigated. I will be mortgage shopping again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21228
Submitted Via: Web
Date Sent: 2021-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A