Date Received: 2021-04-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We started the refinance process back in XX/XX/2021, we paid on our mortgage for XXXX and XXXX. We were supposed to close in XXXX and the closing had to be rescheduled due to weather and they were backed up on rescheduling 's for XXXX so that wouldn't happen until XXXX. Then in XXXX they told us not to pay as we will close in XXXX. Then they took out the payment and told us to do a stop payment or refund the payment. We did this process, then we kept getting harassed saying we missed a payment, and we told them about these phone calls, and they told us to disregard them as we are in the process of closing for XXXX. When trying to close for XXXX they kept saying well it is in processing, so we can't close for XXXX. So we decided to make a payment before the end of XXXX because the other debt collectors kept calling us telling us to make a payment. The payment was never processed on their end, we discussed with our bank and they never saw any payments pending or attempting to come out of our bank account from Freedom Mortgage. Its XXXX now and they told us AGAIN to not make a payment for XXXX, and now were getting letters in the mail about credit reporting, possible foreclosure, etc. I had talked to 15+ different people on XX/XX/XXXX, I was on the phone for half of my day scheduling this close to happen in XXXX. Also, while talking to these 15 different people it was confirmed that I wouldn't have to worry about my XXXX or XXXX payment as Freedom Mortgage took care of it and admitted it was their fault this didn't go through properly through a manager. The soonest they could do this was XX/XX/XXXX for the closing, in the meantime still getting these calls and letters about making a payment. XXXX XX/XX/XXXX, we are at our scheduled location and time, and no show, no calls, no email, etc. NOTHING. We call them and were on hold for an hour and then put us on a call back list. No one has called, we have emailed everyone, we called different numbers to have a manager call us and no one will call us back. We talked to someone in customer service and they said since we have missed payments they weren't able to schedule the closing ... We still haven't talked to a manager or anyone that knows how to do their job there. Plus their website isn't working so I can't even make a payment on this loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: contact by freedom mortgage to move my arm to a fixed rate. set the closing like 2 weeks later so on XXXX supposed to close the loan. on the day of closing title company calls me and says they docs are not done. they are trying to get them done. meeting was at XXXX. I had a funeral to attend, so i agreed to meet at XXXX XXXX. left funeral early and XXXX XXXX title company calls and says they still do not have it done. had 3 different closing statements go from them owning me money, to me owning money to XXXX. And when questioning mortgage company, they said it was escrow. when the truth was they calculated interest wrong. So call complain and even send email to ceo, asking if his people are really this bad. Talk to them and set it up for thurday to close on it XXXX they call back and say they have to rescheduled it again and tell me if i do not close within the time, then rates and all are null and void. So it was scheduled on XXXX and guess what, title company calls at XXXX on XXXX and says they are on there way to close, hour later get a call he decided i need to call him to confirm at XXXX for a XXXX XXXX call. Was working and unable to call till XXXX. So he can not make the XXXX call and gave hiim to XXXX to get here. Says can not do it. and reschuled again. All of these problems are not my fault.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 469XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a home loan serviced with XXXX and I received notice from them on XX/XX/XXXX that when I made my payment on XX/XX/XXXX it would be my last engagement with them. This effective XX/XX/XXXX, my new servicer would be Freedom Mortgage company. Freedom Mortgage company did not provide any documentation to this loan and they raised my mortgage payment with no notice. I have submitted SEVERAL email request and phone calls to resolve this issue and all of my request have gone unreturned. I know they are required by law to not only provide notice but to provide documentation which they don't seem to care to do. Not to mention they provided me no documentation of this new loan agreement until I threatened to report them. It's as if they are looking for people to default on their loans and they should be fined and investigated for their unprofessional and unsavory practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78750
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Third time Freedom Mortgage is attempting to force place expensive insurance. I have owned the property since XXXX the property is not in a flood zone. XXXX approved the elevation certificate and it has never needed flood insurance. Freedom has serviced the loan for 3 years and this has never been an issue. 2 previous servicers never required flood insurance. It is impossible to reach anyone at Freedom. Their customer service is awful. Call wait time are always over an hour. They are a nightmare to deal with. With Freedom it is a continuous cycle of trying to rip off mortgage borrowers. I now have to waste my time and effort to try and get this straightened out. My time is valuable too. Enough of the scams.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Previously there was a complaint about our property taxes not being paid on time and because the mortgage company did not pay them in a timely manner we had several late fees and processing fees that were due. Property taxes were due no later than XX/XX/2020 however this company did not pay them resulting in my husband and I having to pay them out of our own bank account. If we did not pay them, we were told our house was being placed in the newspaper for an open auction. We paid the property taxes due, late fees as well as a processing fee. The end of XXXX is when we ended up paying our taxes, 3 months late, late because the mortgage company did not pay. My husband and I have been in contact with our mortgage company for months now trying to receive a refund for the amount of money we had to pay for our property taxes as well as the late fees and processing fee. We are constantly getting the run around and have not yet received our refund. First we were told we would be reimbursed what we paid, then we were told we needed to do an escrow analysis, which was supposed to resolve the issue. The escrow analysis received was no where near what we paid in taxes and fees.We were later told the escrow analysis was for money that was in surplus and had nothing to do with the money we were supposed to be reimbursed. After calling again and again we were told that a check was being sent out for {$1100.00} in 10 business days. Its been 10 business days and nothing has been received. All we have had is one issue after another with this company and no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2021-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started an FHA streamline refinance sometime around XXXX of XXXX. Between XX/XX/XXXX and now XX/XX/XXXX I have been scheduled to close 3 differnt times and 2 have been cancelled without notice from the mortgage company because of title or documents not being turned over on time on their end or from attorneys. This third time I received a cancellation now due to unable to verify income. Income documentation was never requested from me and mortgage has always been paid since being a customer with Freedom Mortgage. I called Freedom Mortgage this morning and also spoke to a representative that read some notes that stated it was because I was removing my parents off of the loan, which once again I never told them to remove anyone and months back I made Freedom Mortgage aware of that as well. This was an issue I was told about months back as well. I have emails and proof where I have been dealing with this issue for months. It seems like they have been falling out of compliance as well.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77040
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I received a Supplemental Property Tax Bill for fiscal year XX/XX/XXXX to XX/XX/XXXX in the amount of {$1800.00}. My first installment of {$910.00} due XX/XX/XXXX and second installment due XX/XX/XXXX. I did not have the money to pay the total, but did manage to pay the first installment on XXXX XXXX. Meanwhile, Freedom Mortgage paid the full {$1800.00}. The XXXX XXXX cashed both our checks, and on XX/XX/XXXX returned the overage of {$910.00} to Freedom Mortgage. In XX/XX/XXXX, I received a statement from Freedom Mortgage stating that, to pay off the {$910.00} which FM wound up paying, my new payment would be {$1500.00}. ( I WAS paying {$1500.00}. ) I have been paying {$1500.00} since XX/XX/XXXX. It should be paid off by this XX/XX/XXXX, and my payment should go back down to {$1500.00}, I would have assumed. However, today I receive a new statement from FM saying my escrow has gone up forcing a new monthly payment {$1900.00} ( from {$1500.00} ), an increase of {$370.00}. There was no increase in taxes, insurance, or interest. It is apparently a mismanagement of the escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93550
Submitted Via: Web
Date Sent: 2021-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: What happened? Bottom line = Freedom Mortgage paid an overage in the amount of {$10000.00} to the tax office, XXXX County, XXXX, SC XX/XX/XXXX. I purchased a second home XXXX primary residence XXXX XX/XX/XXXX. The tax rate should have been at XXXX ; however, I didn't receive the request to establish this home ( XXXX XXXX XXXX XXXX, XXXX, SC XXXX cost of home : {>= $1,000,000}. My previous address = XXXX XXXX XXXX XXXX XXXX was vacant for over a year. Subsequently, I completed the forms during the time period XX/XX/XXXX - XX/XX/XXXX. Beginning XXXX XXXX, I realized there was a problem because of the mortgage statement for XXXX indicating that there was an overpayment and Freedom will be deducting an additional {$1100.00} every 14 days along with my usual amount of {$1300.00} so a total of XXXX. This almost would result a total of {$4900.00} which is almost double of what I would previously pay ( XXXX ) starting in XXXX. The first overage payment of {$1100.00} was deducted on XXXX XXXX and then again, XXXX XXXX. On XXXX XXXX, they received their overage disbursement from XXXX XXXX in the amount of {$10000.00}. I have contacted numerous customer service reps, escalation managers, and supervisors, beginning XXXX XXXX through today. I have several issues or concerns. 1. I believe that Freedom Mortgage did not make an effort to make contact with the third party company, XXXX XXXX in an attempt to resolve the issue of their payment since I verified that I established primary residence in enough time for processing. My wife contacted XXXX XXXX once on XXXX XXXX and I contacted them on the XXXX in an effort to get them to expedite payment so Freedom XXXX would not continue to take the overage amount from my checking account. I faxed them a receipt from my county tax office dated, XX/XX/XXXX acknowledging that they owe XXXX a refund in the amount of {$10000.00}. It was faxed to the tax office of XXXX. No of their representatives informed me of any attempts to resolve the situation other than making entries in their database and doing escrow analysis which resulted in telling me the same information that I already knew. 2. Next Issue : never got the same answer when I talked to their customer service reps and managers or supervisors. Just repetition of what was already known and verifying my information. On XXXX XXXX ( XXXX, escalation mgr, tax dept id # XXXX? informed me that he had the authority to provide some type of waiver because I had proved the overage overage was in route from XXXX XXXX. He promised to get back with me within a couple of days but never followed through. Later, I was told that this was not possible because I was responsible for the overage until they received a check from XXXX XXXX. Note : Freedom Mort. received their overage refund from XXXX Cty Tax Office ( over XXXX ) on XXXX XXXX. 3. Issue : In total, approximately {$2400.00} was drafted from my checking account, along with the XXXX from above. Last week, I contacted Freedom ( customer svc and tax dept ). after receiving my mortgage statement for XX/XX/XXXX which indicated that Freedom Mortage simply added the money to my principal ( I should have received directly back into my checking account ). I informed XXXX that I never authorized this, I wanted my money back to spend as I choose because I already get my mortgage deducted every 14 days which results in one extra payment towards the principal each year any way. XXXX ( escalation manager, id XXXX, tax dept stated he would ensure that the {$2400.00} would be deposited to my checking account not later than today, XXXX. 4. Issue : When I called today, I spoke with XXXX ID : XXXX who attempted to verify my routing number and checking account which tells me that another delay is coming because last week XXXX never asked for this information. They already have this information on file because of the way I pay my mortgage ( automatic deduction/ach withdrawal ).
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: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In 2018 I lost my Job as an XXXX XXXX XXXX XXXX due to XXXX XXXX XXXX. I immediately contacted our current Lender, Freedom Mortgage and explained the situation and how it was hard at that time to get another job, of equal compensation. Freedom Mortgage offered to assist us with the loan Modification. I worked very hard at getting all required documents to them expeditously. Every Month I would here from them saying my documents were not accepted due to reasons like " Your Paystub is Crooked '' and " Now your Documents have expired '' " You must start over Again '' This process went on for over 11 months until I received Final Rejection of Loan Modification. They had kept telling me NOT to send any payments during this process. I was now 11 months behind and they were threatening Foreclosure. We then had to pay XXXX XXXX XXXX XXXX to file XXXX XXXX, which was very costly. So, we have been in XXXX XXXX since late 2018, and making payments to the trustee. This past XXXX we were victimized by the Ice storm/Power Outage here in XXXX Texas. We suffered a busted pipe and subsequent damages. XXXX XXXX Made a final settlement of {$16000.00} for home repairs. The first check of {$9700.00} was received on XX/XX/XXXX, and susequently overnighted to Freedom Mortgage for their endorsement. They have since contacted me by phone twice, stating they WILL NOT endorse the check, due to me being behind in mortgage payments, which I am NOT. Every time I have to deal with this lender, They are just extremely disrespectful and arrogant and NASTY to me. I personally feel their plan all along has been to cause repossession, due to my original note being $ XXXX and my property value has just been assesed at $ XXXX XXXX XXXX tax assesor. I really feel their ultimate goal is to take our house away from us, anyway they can. I reached out and notified by bankruptcy attorney, and she is going to have to file a motion to force them to endorse and release the insurance check. She stated this will probably take quite some time. Our house has moldy walls, ruined carp [ et and flooring. We already have a contractor lined up, but he can't get started until I have funds in the bank. I have been informed that their action of delaying their endorsement is illegal. This lender has done nothing but XXXX with and Aggravate me, every time I contact them. I am a 14 year veteran of The XXXX, and I DO NOT appreciate being disrespected and abused like this. Also, My wife of 30 years is extremely XXXX with XXXX XXXX XXXX and conditions. The stress that this lender has caused us has literally put her back in the hospital, 4 times in the past 2 years Please help us, if you can. I thank you for any time and considerations on this matter. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My Veteran VA home loan from Freedom Mortgage to XXXX XXXX XXXX was refinanced, and I was never late on anything with them, but they wound up being late with everything. They came in and took over the loan in the first place or I wouldn't have ever been with them. At the time I didn't know that I was going to be needing to move or I wouldn't have done it. I really needed the XXXX $ savings every month on my mortgage. I was happy to get it. My credit was very good credit and I was able to get the very best rates available, and I got 2.25 % just to save some on my mortgage. I was considering going with them instead of having my credit dinged and going with someone else, but they wasn't even wanting to help me with anything from the start, and they had poor customer service, when everyone else was ready to help me, like they should've been. And everyone else said they didn't know why Freedom wasn't helping me. They tried to say I needed to do my six veteran payments before they could even help me to get started with anything and I had done that. And, once the process with my VA Loan had started for the VA Refi I had multiple people calling me from there wanting to help me do a VA loan refinance with them then. I've refinanced many times before this with a Veteran VA home loan, and never have I ever had this problem with any other company refinancing a VA loan. I did everything l was supposed to do through the entire process, and what I was told by them to do, and even checked back with them and mentioned that I was double-checking back with them to ensure that everything was running smoothly, and that nothing was going to happen to my credit that I'd worked so hard for and needed to keep, and that nothing was going to happen to that. They rest assured that it was closing and well, and that no more payments were needed to be made anymore after that XX/XX/2020 payment. A month before that in XXXX, they were supposed to have closed, and didn't due to them running late then. I had to go ahead and pay that XXXX payment to them on my credit card unfortunately, and then I checked back in XXXX with them, and the lady in customer service said all was well, it was closing, like it was supposed to be, and no need to worry or make anymore payments. The loan processor XXXX XXXX XXXX XXXX XXXX Loan was there for the entire process, and she also talked with Freedom Mortgage and asked them could they please make sure to expedite things to please not be late on anything, as well as myself. With my being a RetiredXXXX veteran, it was requested for it to be expedited and we didn't want or need this to be late again and mess up my credit or delay anything with the closing. It needed to close, as we were told it would on time, and it should have. We were told it would be expedited ahead. ( One lady in customer service afterwards said they were having Covid-19 delays, that everyone was refinancing ). Now a few months later and I'm looking at my three credit reports after a alert froXXXX XXXX email alerts I was alerted to a score decrease of XXXX points for being late. Unbelievable! Everything was disputed on all three credit reports, and the information was sent about it. Freedom Mortgage doesn't want to own up to anything and fix the error showing 30+ days late on all three of credit reports and add the points back to the credit score from that. My credit has went from very good credit to getting the best rates, to good credit not getting the best now. This needs to be fixed asap. Now I'm needing to get into another permanent place to live and my credit needs to be fixed back.. This has ruined my great credit that I had, and I'm someone who has always paid on time and ahead for everything. I've worked hard for many years for my credit to be like it is. I've never seen companies operate such as they do today. No work ethnic, no responsibility, total negligence. It's not acceptable. Now I'm in a temporary place, and now asap in month or two I'll be needing my credit fixed even more so for the best VA home loan rates now that are available for me. I will also be getting legal assistance for further help in getting this resolved asap for all these late payments that's showing up on the credit reports and the score decrease that's happened with all of it that isn't right. It all needs to be fixed. asap. You can give XXXX XXXX the loan processor for XXXX XXXX XXXX, for that VA refinancing a call if you need to. She also has a copy of things that was sent to her about this, and she's aware of it all. She's tried to help me with it, but she also wasn't able to get anyone to help her with this either. No one wanted to admit they were wrong or tried to help in anyway and all they wanted to do was read from their paperwork, that is wrong. Her number is XXXX It will help to give her a call. She did it and is aware of it and all the details. She's aware of this and will talk with you about it
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 880XX
Submitted Via: Web
Date Sent: 2021-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A