Date Received: 2021-04-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I fell behind about maybe 3 months in my Mortgage payments due to a National Disaster ( a major Fire destroying our tourism here ) I work for a XXXX company and I am on a commission base. My husband at the time worked with me as well. My business gets sold and my husband gets let go. So my income falls very short at the time ( fell from XXXX to XXXX. I received this flyer in the mail to modify my Mortgage ( from XXXX XXXX XXXX ). We call them and we go through these emails/ Phone calls, Approval recordings, etc. We start making money order payments to XXXX XXXX XXXX and just because I asked if we could start making our payments using our bank account a week later they told us we no longer qualified for their program. By this time my Mortgage Company ( Freedom Mortgage ) sells my home back to themselves and proceeds to Auction our home. I try in XXXX of 2021 when my house sold back to them to modify and let them know about what had happened. They told me they would get back with me with a decision and they never did nor did they even try to work anything out with us. I even had HUD /FHA willing to make all payments back to them so we could get back even with our loan and they wouldn't even speak with them after leaving us an hour hold and never coming to the line. During the XXXX you would think they would have taken the back payments and just reinstated our loan knowing what happened but instead proceeded to Auction our house until LAST week they actually sold our home to someone from CO and he has written us a letter to pay excessive amounts of money or leave the property! I have a 90 % handicapped husband, A Mother I'm trying to care for with XXXX, XXXX teens! I am the sole provider here! Please is there any justice in this matter? Is there anyone that can help me? I am in desperate need!!!! Please Help me! I have no where to go Q They have ruined my credit!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37821
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-19
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Our mortgage payment is going from {$1700.00} to {$2400.00} in a month. The day its because of a escrow shortage, but its an extreme amount.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 953XX
Submitted Via: Web
Date Sent: 2021-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: During the beginning of the Corona Vira pandemic, mortgage companies ( including ours ) offered financial assistance to families that needed it, in the form of forbearance. Unfortunately, my late husband did not understand what this meant and applied for this program, without further explanation. It was my husband 's responsibility to take care of the finances but earlier this year he unexpectantly XXXX XXXX leaving me to take of everything. Once I found that we were signed up for this program I immediately wanted to end it but realized that each month 's mortgage will be immediately due in one lump sum once this forbearance is over and I do not have the funds ( like most Americans ) to pay for this so I requested a modification and for my late husband 's name to be removed. The mortgage company ( Freedom Mortgage ) replied within two weeks and approved the modification only to drastically increase the amount due, an error on their part they said. The escrow due each year is approximately {$7000.00} but the monthly escrow error said {$2000.00}. Freedom Mortgage also kept my husband 's name on the modification even after I had submitted his death certificate to them as proof. This back and forth has been going on for the past seven weeks with a different representative telling me, " the issue will be fixed '' or " the issue has been resolved just wait 10 business days '' or " the underwriter is looking at it now, you should receive a letter by the end of the week '' and I get no response. Freedom Mortgage has no issue sending me a monthly statement telling me how much I need to pay them and how much is due, but for some reason, Freedom Mortgage can not properly adjust the modification I requested and they approved in a timely manner so I can try to move forward with my grieving process. The amount of anxiety and stress this one company is causing me is really unbelievable, it feels like they want me to give up the home my husband and I had together so they can make a bigger dollar off of it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was on forbearance plan from XXXX till XX/XX/XXXX. By some way even though I spoke with company rep for ending the plan it was. Prolonged till end of XX/XX/XXXX ( company mistake ) Any way I was keep paying my mortgage from XX/XX/XXXX even though it was on forbearance plan. For refinancing ( different company ) I need a letter stating that my forbearance plan ended on XX/XX/XXXX. From that time I am trying to get that letter calling the company 2-3times a week. They were telling me that need a time for the process to be ended then they will send a letter. My refinancing company keep asking me for that letter. To be short on XX/XX/XXXX ( from that time I start writing down all names ) after speaking with different customer rep i asked for supervisor > her name was XXXX ID # XXXX, who told me that there is a problem with a account and that i have un unpaid balance of XXXX XXXX XXXX for XXXX and XXXX though it was paid and she also said that to proceed with letter the account need to be curren and it will take few days and that on Tuesday XX/XX/XXXX she will call me back. So nobody call me back and on Wednesday I called back and connected with other escalated them member by name XXXX ID # XXXX who also told me that will review and will contact that department and will call me .Because nobody called me back i call Thursday and spoke with other escalation team rep XXXX member ID # XXXX. He promised me to see whats going on and call me back in an hour. After few hours I call back spoke with XXXX ID # XXXX who remembered me and said that sensed a request for that letter. Today is Friday I spoke with XXXX ID # XXXX who told me that letter can be obtained only on XXXX of XXXX - SIMPLE LETTER STATING THAT FORBEARANCE PLAN ENDED. Analyzing all this i think the company doesnt want to let me go with other refinancing company. Extremely bad experience in communicating with this mortgage company. People need to keep way from this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91335
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I sent a request to Freedom Mortgage via their website message center to remove the escrow account they set up. I had closed on this loan at the end on XXXX & prior to the loan application submission, when the loan officer was discussing the payment breakdown, I became aware that they were setting up escrow. I asked if we could just pay the insurance and taxes on our own & they pushed back because it was going to be more work to redo the application or something. They said we could just cancel the escrow once the loan closed. I sent my first request on XX/XX/2021. I hadn't received a response so I called their Customer care department on XX/XX/2021 & was told I had to submit an e-mail to their customer care department, which I did the same day. Several days later, I noticed that they had adjusted my payments to reflect no escrow on their website so I thought the issue was resolved. Just before I went to make my first payment, I noticed they added the escrow back. I then received a response in the message center on XX/XX/2021 that my loan needed 12 months of maturation before they would even consider this. I sent a reply on XX/XX/2021 explaining that their loan officer, who set up this loan, did not say anything about a 12 month wait. I explained to them I had no intention of using this XXXX account for payment of bills & requested agin that they cancel it & refund my escrow balance. I pointed out that someone had briefly changed my account already without an escrow deduction & then someone changed it back. They sent a response on XX/XX/2021 reiterating that I have to wait, at least 12 months, citing some reason about the loan investor guideline. They also said they had no record that escrow was briefly removed, which I am sure there is some type of electronic transaction record in their software. They also made a statement saying that underwriting guidelines may have required an escrow for approval reasons. We put 20 % down for our townhome. Our credit scores are excellent. I find it hard to believe the assignment of escrow was the deciding factor in our loan approval. This company has acted in bad faith regarding this matter. They are withholding money from me that is not accruing interest or paying down principal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19335
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX and FREEDOM MORTGAGE pulled my credit twice without my authorization. my attempts to contact them to have the hard pulls taken off have failed. i now have some of my personal information stolen on the dark web. i dont know if it was because of them or something else. but the credit pulls, i want taken off. i did not authorize that. the phone numbers listed for XXXX and FREEDOM MORTGAGE on XXXX are XXXX and XXXX. i did a scan with XXXX XXXX from XXXX and XXXX and found out my personal info has been stolen. i also called XXXX about this and they sent me to XXXX which i didnt know is in XXXX, because of the language barrier and understanding, they werent able to help me to find out who stole my information. I use XXXX, XXXX, XXXX, XXXX, and my place of employment got ransomware attacked, so i have no idea where the theft occured and what to do. no one can help. this all didnt start until XXXX and FREEDOM MORTGAGE pulled my credit without me authorizing it. I have received 2 robocalls since then threatening my arrest and for me to leave work immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84047
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Regarding Freedom Mortgage loan : Old loan Acct number : XXXX and New loan Acct number : XXXX. I applied for refinancing of mortgage loan with the same company, Freedom Mortgage. Signed closing documents on XX/XX/XXXX. After multiple phone calls and emails to various departments, I was not able get answers and resolution to these issues. Issues of contentions are as follows : 1. I was not provided with an Payoff Statement and breakdown of charges at the time of closing. 2. Payoff Statement that was provided at a later date had a different net dollar amount than what was stated in the XXXX Settlement Statement. Payoff Total Net : {$400000.00} ( Exhibit B ) XXXX Statement Payoff Net : XXXX ( Exhibit C ) Difference of : {$48.00} overpayment. 3. Looking at the Payoff Statement provided ( Exhibit B ) -there were extra charges made on interest and late payment fee. Since we closed XX/XX/XXXX : I should only be charged with interest for XX/XX/XXXX to XX/XX/XXXX in the amount of {$1400.00} ( See Exhibit A ). However, I was charged {$2400.00}. There was an overpayment on interest in the amount of : {$1000.00} Furthermore, I was charged with a late payment fee of {$100.00} but no document was provided to me by Freedom Mortgage why I was charged with late payment. 4. Lastly, I have sent my XXXX payment in the amount, {$2900.00} to my old account and it was received by Freedom mortgage XX/XX/XXXX. However, Freedom Mortgage returned it to me after two weeks but {$78.00} less than what I have paid. Since all XXXX charges have been added to the Payoff note, I should have been refunded the full amount of my XXXX payment. This is time-sensitive since Freedom Mortgage has sold my mortgage loan to XXXX XXXX. I would like these issues resolve before the sale transfer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan originated on XXXX XXXX I have made all my payments above and beyond. Abruptly I been charged an additional {$900.00} and they have increased my mortgage payment to {$2700.00} from the original agreement of XXXX as I have provided for your review. Also included are copies of bank drafts made to Freedom Mortgage payments made that where above the required amount owed. Thank you in advance for your help. XXXX XXXX XXXX number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been in the process of getting my home refinanced since XX/XX/XXXX I am writing this on XX/XX/XXXX. I have been ignored by members of this company, I have been fed excuse after excuse from this company and have had my loan officer changed multiple times. The latest most unforgivable offense, has just happened this last week. after confirming the closing and signing date I received an email from the company to e-sign the last documents. These documents were not in my name, they were instead in the name of my step father who was supposed to be coming off of the loan. we are now potentially needing to delay the signing of the refi that has already taken almost half a year to process because of their incompetence. The only reason I had even considered going with Freedom Mortgage was because they currently hold my loan. I made the mistake of assuming that because I had never had an issue with them when paying my monthly mortgage I would have no issues doing my refi with them. I could not have been more wrong. The final straw that made me write this complaint was a phone call I received today from them, at my place of business, to confirm my stepfathers employment. My stepfather doesn't work where I work, he is long since retired and has never worked at my work. This was 4 days after calling and notifying them of their mistakes. clearly they had not stopped what ever process they had started and their company is wildly disorganized. furthermore I am concerned that with this blunder that other errors are being made. is my stepfathers credit being run? he never authorized it if it has. It only leaves one to wonder what other mistakes are being made that no one is noticing. I would never, ever recommend Freedom Mortgage to anyone I know
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95401
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Corporation has unrealistic wait times for mortgage payoff statements. They require 10 business days and if any information is missing from the request they do not contact anyone they just do nothing. Then when I call to follow up after 10 days they tell me the signature isn't dated and the 10 day process starts over. This has caused many of our clients to be unable to close on their sales due to this practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: 23321
Submitted Via: Web
Date Sent: 2021-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A