Date Received: 2023-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: This complaint is being made against Freedom Mortgage Corporation for the Assumption Department. My Loan # XXXX. I have contacted them to change my name from " XXXX '' to " XXXX '' but they have not made any changes. In XX/XX/2023 my husband ( at that time ) and I contacted Freedom Mortgage Corporation to gather information on options for him to take over the loan as we were going through a divorce, and I was the sole individual on the mortgage. The gentleman explained that my husband needed to make ( 6 ) on time mortgage payments from a bank account that only he is on. In order to show proof, he can make the payments ( he has been making on time payments for a year. ) XX/XX/2023, I received a letter from Freedom Mortage acknowledging I contacted them about an Assumption of the loan request along with the application. We completed this and a Quit Claim with his attorney. Our divorce was final in XX/XX/2023. XX/XX/XXXX, I contacted Freedom Mortgage for an update. They claimed the initial paperwork by the divorce attorney was completed wrong. Freedom Mortgage Never made contact with us to advice this. This day I emailed them at XXXX XXXX XXXX at their direction with the divorce papers. They sent me a letter dated XX/XX/2023, acknowledging their receival and they will review it. On XX/XX/XXXX, I contacted them as a Follow-Up at XXXX. They said it would take about ( 2 ) weeks to update and they did receive the corrected form. Then the 90 days process begins. I have reached out to them about three different times since then as an additional Follow-Up. I received another letter from them dated XX/XX/2023, this was also about the same time I reached out to them for an update, and they were not friendly and insisted that they have 90 days to review this. Each time I am told No Updates only they have 90 days to process this request. Saturday, I received and email and envelope in the mail. They sent me another ( 3rd time ) application for the Assumption Request. I contacted them today at XXXX and spoke to a " XXXX. '' I advised I needed to speak to a supervisor because there is an ongoing problem with their department losing my application/forms and it has been a year now. She insisted on keeping me on the line and refused to connect me to a supervisor. She also could not locate my paperwork. It was important to her to lecture me about the difference between sending an email request vs fax. She also advised me the 90 days does not begin until my X-husbands application process starts. That has been done. I explained multiple times to her that on XX/XX/XXXX her department confirmed they received my paperwork. Also, in the beginning of XXXX her department confirmed they have it and have 90 days to respond. " XXXX '' suddenly located my paperwork in the " XXXX XXXX '' of the documents. Whatever That Means! She then says I see your court papers are the XXXX XXXX XXXX XXXX XXXX. She clearly can not read or understand what she is looking at! That is the company my X-Husband and I are employed by it has nothing to do with this application. I failure to understand why Freedom Mortgage Assumption department can not maintain my file or proper updates. Each person I am transferred to knows less than the previous employee did. They each give contradicting information and have been less than empathetic to this whole experience. It makes no difference to me if they approve the application or not. I simply need a letter stating one or the other in order for my X-Husband and I to know what the next move is. There is clearly something wrong with the way the Assumption department is run and organized. I certainly regret not maintaining a better timeline of dates, times and names of what each person said to me because I could have been more detailed in this frustrating experience. When I log into the consumer portal all I can see is my mortgage payment paid, there is nothing about my application or updates. As long as I am sharing, I also can not buy another home, move back to this property or find a place to live and start my life over because my credit is tied up with this process. If Freedom Mortgage Company failures to comply with your direction I will be seeking council and plan to take Freedom Mortgage to Civil Court. Thank You for your time.
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: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I am a total, permanently XXXX veteran with a VA mortgage with Freedom Mortgage. I am exempt from paying property tax in WI. Over the course of this past year Freedom Mortgage has acknowledged my property tax exemption status, not charging/billing me for any escrow amounts for property tax in my monthly bill. My monthly mortgage payment had been : XXXX of {$310.00}, XXXX of {$280.00} and XXXX of {$100.00} for Home Insurance, for a total monthly bill of {$700.00}. However, just last week Freedom Mortgage sent me letters demanding that I pay them {$1200.00} every month beginning in XXXX of 2024. That amounts to over {$6000.00} over the course of the upcoming year which Freedom Mortgage wants to keep in escrow to pay property taxes. BUT I AM EXEMPT FROM HAVING TO PAY PROPERTY TAX. Freedom Mortgage has in their records the official letter / certification from the Wisconsin Department of Veterans Affairs confirming my tax exempt status. But for some reason they are no longer taking this seriously. This exemption that I have never expires. It says so on the certification letter. Freedom Mortgage seems corrupt to the core, trying to extort monies or advantages any way they can. Your agency recently fined Freedom Mortgage {$1.00} XXXX dollars for giving illegal kickbacks to realtors/real estate brokerages. Freedom Mortgage needs to be taken to task again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54911
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: I was issued an insurance check for {$10000.00}. This check required the co-signature from Freedom Mortgage. In XX/XX/2023, I mailed both the check and the full adjusters report to them. After which I didn't hear anything back from them, or on my file thru the website. I tried by phone to contact someone several times who can help and every time I got delayed, disconnected and hung up on while transferring my call. On XX/XX/XXXX, they finally responded to my email requests : " Your checks were submitted for endorsement on XX/XX/2023. Please allow 6-8 business days to process and mail. The check will be sent back via USPS which can take up to 14 business days to arrive. '' But they took so long the check was expired before they co-signed it. On XX/XX/XXXX, I received the now expired co-signed check. On XX/XX/XXXX, I emailed them stating : " I need to have the replacement check signed too. The original expired and can't be cashed or deposited. You still have all the documentation as I do not have another copy. It is the same claim and amount. How do I send it? '' On XX/XX/XXXX, they replied : " Notes added to claim. Please mail endorsed check to : Freedom Mortgage C/O PFIC Attention : Loss Draft XXXX XXXX XXXX XXXX XXXX XXXX '' After several days dealing with the insurance company for a replacement, on XX/XX/XXXX I mailed it to them. Only after waiting a long time again and hearing nothing, On XX/XX/XXXX I sent them an email stating : " I sent the replacement check to the address 2 weeks ago. Can you give me an update as to when I should expect it back? '' Then on XX/XX/XXXX, they replied : " We are in need of the full updated adjusters report from your insurance company, please reach out to your adjuster and request a copy be sent to this email address. '' They signed an EXPIRED check, left the claim open for a replacement and then did a 180 and requested a separate full Revised adjusters report with duplicate information that doesn't exist. It doesn't makes sense. They have the original report and nothing changed. The issue is they signed an check that was expiring under their possession and they are supposed to check that along with the documents I previously supplied and enter that information into the claim report. They should have notified me about the check expiring. I told them after the bank wouldn't accept it. It should have been a simple check replacement. This is unprofessional conduct and results in harassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32548
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: I and my wife refinanced our home through XXXX XXXX XXXX XXXX The loan was subsequently sold to Freedom Mortgage and it is going to be a nightmare to get them to process the final damage payment from XXXX XXXX. The work has been done, the contractor paid and we just need their endorsement to finally get this settled. Today I was sent a letter dated XX/XX/XXXX demanding all kinds of information that I cant provide. This is the first time we have been asked for all this information and it was dated two weeks ago and just received today. We are fully paid up until XX/XX/XXXX. I have a credit rating of XXXX It is my belief that Freedom Mortgage is DELIBERATELY foot dragging to force us out of our low interest loan. There is no other discernible reason I can fathom. We have a flawless credit history. I see also that Freedom Mortgage has had their XXXX certification revoked as well. In no case would I ever recommend their financial services. From CFPB of XX/XX/XXXX alleged that mortgage loan data submitted by Freedom in XXXX also contained widespread errors across multiple data fields that not only violates HMDA and Regulation C, its implementing regulation, but that the company also violated the XXXX consent order and the Consumer Financial Protection Act of 2010.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 71913
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage is with Freedom Mortgage company. I contacted the company because I could not make a payment in XX/XX/2023. I was approved for a 6-month payment plan on XX/XX/2023. Instead of my original monthly payment plan, I am making additional payments until the account is paid up. Well, they are reporting my account to the credit bureau as delinquent. This is not correct. I have an approval letter from their office with a payment plan. I have called several times to try to rectify the problem but keep getting the run-around. Please help!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MS
Zip: 39046
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: My mortgage was sold from XXXX XXXX XXXX XXXX to Freedom Mortgage. I believe the transferal of mortgage information including my insurance coverage either wasn't transferred correctly or Freedom Mortgage mishandled the documentation. They sent me several letters over the past few months telling me that I am not sufficiently insured for wind damage. And threatened to buy costly insurance in place using funds from my escrow account until I could prove my insurance. I responded to the letter via a website provided on the letter where I could upload my insurance information as well as faxed the number on the letter. That was on XX/XX/XXXX. Again around XX/XX/XXXX I received a final notice letter telling me I still don't have sufficient coverage. I called Freedom Mortgage on XX/XX/XXXX and talked to an insurance rep. She gave me an email to send her the document. She viewed it and said it was the document she needed and that it would be uploaded to my loan. I asked her if there was any chance that I was too late or that I could be charged for the wind insurance through Freedom Mortgage 's insurance affiliate, she said absolutely not and that inquiry would be closed and I would next receive a letter stating so. Today I checked my mail XX/XX/XXXX and have a letter dated from XX/XX/XXXX telling me that Freedom Mortgage purchased insurance from me through their affiliate and charged my escrow account {$370.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96789
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: After spending hours on the phone with the VA XXXX, HUD, and XXXX XXXX XXXX, who services the promissory note. XXXX XXXX XXXX advised they are reaching out to VA to obtain Modification and Promissory Note details, which should occur within 24 hours. At that point, she can provide a payoff and wire information, cost of reconveyance, and lien release, etc. XXXX XXXX XXXX XXXX handles all VA loan modification payoffs for subordinate loans, and they personally stated that this can be paid off at any time without prepayment penalties, or any restrictions relating to my primary mortgage. They will contact me today personally via phone, once they have received all modification documents, to be able to provide a payoff to you. Freedom Mortgage misinformed me and has been careless with this modification. The Cares Act, clearly details the rules surrounding the forbearance and modifications of VA loans, specifically reads that we should be allowed to pay towards or in full the subordinate lien amount without issue at any time throughout the duration of the loan, not to exceed XXXX XXXX I just received further follow up from VA Customer Service Rep., as they reached out to their supervisor for further support because my account did not look correct. From what the VA found in their system, Freedom Mortgage completed the Modification, and uploaded the pertinent documents related to the modification and promissory note, although they never finished the filing of the claim with the VA and the VA has never paid out on the claim. So according to the VA, they don't have a claim with any monies owing for the subordinate loan and are unclear as to why there is a 2nd lien recording showing the VA as the Lender for it. So, at this point, the VA has the loan modification and promissory note uploaded to start the claim, although Freedom Mortgage never completed the claim and the VA never paid out to Freedom Mortgage on the claim. When I viewed the recent title report for my property, it shows there was a lien recorded on XX/XX/, showing the Lender as Secretary of Veterans Affairs. The VA said this was not recorded by them and they have no record of it. In speaking with Queen in Loan Modifications at Freedom Mortgage, when explaining that the VA can see that Freedom Mortgage started the Partial Claim Loan XXXX XXXX, uploaded the executed modification documents, but they never completed the process by filing the claim and being paid out on the claim. She advised that there was an issue with recording and Freedom Mortgage decided to hold the loan " in house ''. She further stated that this is an internal loan being carried by Freedom Mortgage so the VA would not have anything to do with it. She also stated that the payment of the lien would be directly to Freedom Mortgage. I then requested to speak with her supervisor. Spoke with XXXX XXXX XXXX XXXX XXXX, who advised that she has to speak with Loan Mitigation and Underwriters regarding the servicing of this loan. They stated there was an issue at recording of the Loan Modification and now Freedom Mortgage holds the modification loan in house. I explained that I was never informed there was an issue regarding the recording of the document and I am unsure as to why I would pay off the subordinate loan to Freedom Mortgage when it clearly states in my signed, recorded promissory note that I am to make the payment to XXXX XXXX. The supervisor stated that the VA is not involved in the partial claim and I advised that is incorrect. According to my signed legal document recorded on my property there is VA partial loan information, case numbers, etc. The Freedom Mortgage supervisor said she will have an answer for me by Friday with who I should make the payment to because of the issues on my loan modification. I will be reaching out to the VA again to review this issue with them, now that I have viewed the Title report for my house, which shows a 2nd lien being recorded by the VA, and the modification loan agreement I signed as of XXXX still is not showing on title for my property.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95337
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: In XXXX of XXXX I began the process to have the company remove by PMI. I finally got the company ( Freedom Mortgage ) to remove my PMI as of XX/XX/XXXX. Eleven months later on XX/XX/XXXX, they charged me {$950.00} for 11 months of PMI premium and then in XX/XX/XXXX they again charged me my monthly premium {$86.00}. I am well below the loan to value ratio which would require mortgage insurance. I am requesting the company AGAIN to remove my PMI, and to refund the premium given I have written documentation of them removing it especially given this put my escrow into the negative.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Trouble during payment process
Subissue: Paying off the loan
Consumer Complaint: Our mortgage was sold in the last months from XXXX XXXX to Freedom. We received noticed from XXXX XXXX to not send them anymore payments about 10 days before our payment was due. It had the old loan number on it. I moved the address to Freedom and left the loan number and made the XXXX payment ( {$800.00} ) and the XXXX ( {$800.00} ) payment. In XXXX we received notice that we were behind. I logged into Freedom, made exact amount via their website and started talking to them via online communications about the missing payments. I sent everything I had access to from XXXX XXXX XXXXXXXX. They told me they needed other information. I requested it and received the XXXX information in the mail and sent if via their secure site to them. They found it and credited out account. I did not receive from my bank the XXXX information so I called again. They got on the phone and called Freedom. The next day they faxed to the number they were given the information on the XXXX payment. I reported this to Freedom who replies yes the XXXX payment was already resolved. I went back and said no XXXX is resolved they sent confirmation for XXXX. They keep responding to me about XXXX. So a XXXX time I called XXXX XXXX XXXXXXXX and did a 3way call to Freedom and repeated the fax process for the XXXX payment. Again telling Freedom via secure communications this occurred. They again replied yes we already processed XXXX and keep telling you this. Freedom will not find or process the XXXX payment, I admit I am at fault for the wrong account number. I have asked for a direct number to talk to someone about my loan and I get the 800 on all their paper work. When I call I get " oh we have to transfer you, your a special loan and never get to anyone ''. In addition at the time of transfer my unpaid balance was was {$2100.00}. After applying the {$800.00} payment and the 1 time payment of XXXX they are showing a balance owed of {$1400.00}. So, how do I owe more with the change in companies. I am told its how they calculate verse how XXXX XXXX calculated. That is a {$780.00} difference at the end of my mortgage. I need Freedom to find the fax that was sent twice from XXXX XXXX XXXXXXXX for the XXXX {$800.00} payment and apply it. Than I will pay off the balance of the mortgage. I also need this off my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66104
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Closing on a mortgage
Subissue: Fees or costs after closing
Consumer Complaint: Reference the attached Mortgage Statement from Freedom Mortgage from XX/XX/XXXX shows a payment due of {$940.00} with XXXX balances for late fees and escrow. Reference the Final Payment attachment, {$940.00} was paid to FM on XX/XX/XXXX bringing my balance to {$0.00} for the mortgage. Reference the FM Fee attachment, FM requested, and I paid {$28.00}, in fees on XXXXXXXX Not really sure what that was for but it seemed like it was worth it to get FM to close out the loan and give me a canceled promissory note, updated deed of trust and certificate of satisfaction. FM has provided none of these. I would like a refund of {$28.00} or at least a description of what I paid for. Reference the first unsolicited Payoff Statement from FM dated XXXX XXXX, FM sent me a Payoff Statement showing that my final payment of {$940.00} was placed in " Less Unapplied Funds Balance of - {$940.00} and listed a Total Payoff Due of {$1600.00}. This document clearly illustrates that FM received my final payment and just didn't use it to make my final payment as listed in the attached Mortgage Statement from FM. I asked FM why they are you asking for {$1600.00} for a loan that has been paid in full? Reference the second unsolicited Payoff Statement from FM, it still shows that I have an unpaid principal, adds late fees to a loan that has been paid in full, adds Additional Items Due without explanation and no longer accounts for my payment in XXXX of {$940.00}, and requests a Total Payoff of {$1800.00} for, again, a loan that FM 's own records show has been PAID IN FULL. I asked FM tp please provide an explanation for why you are asking for additional money, what the fees listed in the Payoff Statements are for, where did my final payment of {$940.00} go in their last iteration of a closeout statement. I also asked that they lease provide a written response and a senior POC and phone number that can explain this mess.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35811
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A