Date Received: 2021-04-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021 a " hazard insurance '' fee was posted to our account in the amount of {$1900.00}. We called numerous times to figure out what this charge was since we called our homeowner 's insurance company and they verified that it was not from them. We made four calls to Freedom Mortgage trying to figure out why we were being charged this amount and nobody could tell us what it was for. We were charged a {$60.00} late fee, and our XXXX payment was put into escrow causing a non-payment because we did not pay this additional fee as we did not know what it was for. On XX/XX/2021 I finally spoke with a manager who said they took off our homestead act documents in error. They said they would reverse this error, however we had to pay the additional monies or our account would be in default. We were forced to pay the money and were told we would not get it back until we close our account with Freedom Mortgage. Again this month we were charged as if we did not file for the homestead exemption even though they have our documents on file. We will be in default again if we do not pay this money. We need help. Thank you, XXXX XXXX
Company Response:
State: AL
Zip: 36867
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage company is my lender for my home. They reached out to me in XXXX XXXXto offer a refinancing proposal. I accepted the option for a lower rate. I disclosed that I had a bankruptcy. They got back to me and shared that I was eligible for the refinancing. I contacted my bankruptcy attorney and got approval from the court on the refinancing and provided the documents to Freedom Mortgage. They called me on several occasions with statements that it was in process over the last XXXX months. They then stated that if it goes to end of XXXX I will be charged a fee. I am very concerned that this company does not have the appropriate staff providing accurate information. I dont know who to officially turn to. Account loan number XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 608XX
Submitted Via: Web
Date Sent: 2021-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Addendum to complaint XXXX : I went to the Send Message part of Freedom Mortgage 's website 2-3 times between XX/XX/XXXX and XX/XX/XXXX as well. The website has a " Subject '' pull down menu that is blank. If this is not filled in, the Message will not " Send. '' I tried to send Messages twice this way as well as all of the phone calls mentioned in the above complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Re : Complaint against Freedom Mortgage. Mortgagee : XXXX XXXX XXXX Loan Number XXXX ( VA Loan XXXX My monthly mortgage payment is XXXX and I have a scheduled additional interest payment of {$5000.00} per month, paid as a single {$7400.00} bill by Auto Pay on the first of each month. On XX/XX/2021, I reduced my additional principal payment via the Freedom Mortgage website. This was in anticipation of some upcoming expenses which would cause the Auto Payment to trigger a bank overdraft. Nevertheless my bank, XXXX, did in fact trigger an overdraft charge of {$29.00}. On XX/XX/XXXX, I called Freedom Mortgage just before my workday and waited 10+ minutes ; no one picked up. I called XXXX and asked them to put a Stop Order on the Freedom Mortgage payment. They placed the Stop Order and stated that if Freedom Mortgage attempted once again to withdraw the funds that I would see an additional {$20.00} charge to my account. On Monday another additional {$20.00} charge was registered on the XXXX website. At this time and throughout this time Freedom Mortgage 's website has continued to say that I had made my XXXX payment and that my next schedule payment was XX/XX/XXXX, offering to let me " Pay Now '' by a speed button they had placed on the first page of the website. When I opened deeper into the account it showed that my XX/XX/XXXX payment had gone through but I knew from my bank that this was not true. I called Freedom Mortgage 's customer service phone number, XXXX XXXX XXXX XXXX XXXX on Tuesday, XX/XX/XXXX at XXXX XXXX and was automatically transferred to the customer wait line. At XXXX XXXX the line disconnected. I called again at XXXX AM and again was automatically transferred to the customer wait line which disconnected at XXXX AM. In the evening after work I called 3 times. Each time instead of even getting placed into the Customer wait line the number immediately went to a busy signal. At that time I posted a principal only payment of {$3000.00} while waiting for their website to update and acknowledge that there was a problem with the XXXX payment or wait for their customer service representative to call. Over the next 2 days I called another three times and each time there was simply a busy signal. During this time I also repeatedly checked to see if there customer care number had changed but it had not. On XX/XX/XXXX, the Freedom Mortgage website updated stating some funds were " Posted to Suspense. '' My internet research informs me that " suspense '' means they have noted a problem with the XX/XX/XXXX payment. My complaints are as follows : First of all there has been no one to man their phones to help me rectify this problem before I was penalized. Secondly, their website failed to update to show me that they understood there was a problem with the XXXX payment. Third, their website did not allow me any ability to make the XXXX payment as it insisted that the next payment due was XX/XX/XXXX. Fourth, their website failed to take my modification of payment even though it appeared to go through on XX/XX/XXXX. Fifth their website is designed deceptively to their advantage. There is a " Pay Now '' button that allows one to make an advance payment on their mortgage rather than a principal only payment which takes several more steps and some understanding of how to navigate their website. Clearly this " speed button '' aids Freedom Mortgage by giving them interest early without actually reducing the total amount of interest that the mortgagee will ultimately pay which can only be done by making a Principal Only payment. Most importantly, their poor service has already cost me {$49.00} in bank charges and I am concerned Freedom Mortgage will also penalize me or take actions which will damage my Credit Rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX XXXX from Freedom Mortage called me approx. on XX/XX/2021, stating we were a good customer and they work to help their customers save money. He asked if I would be interested in refinancing our 15-year mortgage to a lower rate at no cost to us? We would save about {$75.00} a month and the term would be what was left on our current mortgage - 13.9 months. It was a no-brainer, and I said yes. After months of sending information multiple times to different people who called me randomly throughout the last 2 months, after numerous phone calls on hold to find out the status of our refinance we got a call last night XXXX that we had to pay {$580.00} to hold the interest rate on the loan for another 30 days! I received a call about 3 weeks ago from Freedom Mortgage stating that they were planning to close on XXXX and I had excess money in the account and it would be refunded when we closed. I have multiple emails where I've sent the same information to Freedom Mortgage many times to different people. I chalked it up that they were unorganized. It was frustrating and a big headache. I feel that misrepresented what they stated and only dragged this out so they could get money. This was wrong!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 527XX
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My loan refinance started XX/XX/21 and the company still has not closed XXXX. I have made several calls, emails, and even stepped in to try to expedite the process due to lack of consistent commitments, not correctly notating information I have provided multiple times. I have been handed off to multiple individuals during this process. No my rate is going to expire and they want to charge me additional fee due to their lack of correcting errors that are not done on my part. I believe they just trying to extort more money from me by stalling on the closing process. I have asked how much these fees will be multiple times and never given an actual answer. I have asked to have my reps supervisor call me and never given a person and a fellow associate calls me after I was told she was a supervisor by the rep for the company prior. She could not help me just reverted back to the standard I am sorry for your inconvenience card and stated she called me to verify information I had provided in an email prior. I have attempted to call and been put on hold for 47 minutes plus. I have emails and screen shots to back up my statements. Respectfully,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92570
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied with XXXX XXXX XXXX XXXX XXXX XXXX to refinance my current mortgage with Freedom Mortgage. Of the documents that I needed to supply XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX one was a XXXX day pay off letter from my current mortgage company - Freedom Mortgage. I requested a XXXX day pay off letter on approximately XXXX from Freedom and received it via email on XXXX. That letter is dated XXXX. I then had settlement with XXXX on XXXX. On XXXX, I called Freedom just to make sure that their auto draft system was up to date with my mortgage having been refinanced with XXXX the week before, and that my half mortgage payment ( due to an XXXX XXXX program ) would not be automatically deducted on XXXX, as would have been appropriate prior to the refinance. I was informed, via phone, at that time, that there was still a small balance remaining, that my account was not paid off or closed, and that the {$600.00} deduction would indeed be occurring on XXXX. I disputed this, as XXXX indeed paid the full amount that Freedom stated on their XXXX day pay off letter. I was then sent a 2nd XXXX day pay off letter dated XXXX. This shows the payment made by XXXX but did not reflect my {$600.00} payment made on XXXX. It does include the {$600.00} payment I made on XXXX ( also after the 1st XXXX day pay off letter was sent to me by Freedom XXXX. It also improperly lists a {$48.00} late fee, which XXXX XXXX from Freedom Mortgage verbally admitted on XXXX was a mistake. It still lists funds in escrow, which seems unnecessary as they no longer should be holding any part of my mortgage, nor do they need to pay taxes or insurance on my behalf. During this call, I asked XXXX XXXX to have my account checked from XX/XX/2018 through the present, as I started the XXXX XXXX program during XXXX and XX/XX/2018 - full month mortgage payments made XXXX, XXXX, XXXX and then half payments made XXXX, XXXX, XXXX and every other XXXX through XXXX. Instead of just paying one month ahead to start this program, I opted to pay two full payments, to always remain one full month ahead on when my payments were due. On XXXX, XXXX verbally promised that no interest would continue to accrue beyond XXXX, as the 2nd XXXX day pay off letter mentions interest through XXXX. On XXXX, I put a stop payment on any charges that Freedom would try to deduct from my bank account, and Freedom indeed attempted to withdraw my regular payment of {$600.00} on XXXX. XXXX seemed to best understand, amongst the personnel that I dealt with at Freedom, the problem and supposedly still XXXX as of my writing this on XXXX ) is petitioning that I should not owe anything. After not hearing back from XXXX XXXX, I received a 3rd XXXX day payoff letter that evening via email. I did not hear from XXXX the morning of XXXX, I then called and was promised that he would return to the call after XXXX ( to my wife, who is authorized in writing with Freedom to speak and act on my behalf, as I was leaving for work ). That return call never happened. I contacted Freedom again on XXXX, and upon not being able to reach XXXX, I was sent to XXXX XXXX XXXX ID # XXXX I think ), who gave me a new pay off figure, alleging that I owed that instead of the figures on the XXXX XXXX pay off letters and advised that if I did not pay the balance by XXXX that I would indeed owe interest through XXXX. I was then finally transferred to XXXX who promised that my account was frozen and no interest beyond XXXX was accruing. XXXX advised that he was XXXX % confident that this would be resolved before the close of business that day. A few hours later I was emailed a 4th XXXX day letter, approximately {$500.00} more than XXXX told me by phone. XXXX warned that this would arrive and claimed that every time a Freedom employee was in my account, that a XXXX day letter auto generated and emailed itself to me. XXXX called me on XXXX and promised that he was indeed still working with the appropriate parties within his company to get this resolved and that I likely should not owe anything. As of late the night of XXXX, when I am filing this complaint, I have not heard from anyone at Freedom since. I have been in touch during this ordeal with my new mortgage company, XXXX, so they are aware of this situation that Freedom has saddled me with. I do not believe that I owe Freedom anything, and if anything, I believe that they owe me a refund of one full month 's payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19148
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ON XX/XX/2021 WE PAID OFF MORTGAGE TO FREEDOM MORTGAGE. AT THAT TIME, A DUPLICATE PAYMENT OF MY TAXES WERE PAID, ONE BY FREEDOM MORTGAGE ( WHICH I WAS PAYING THROUGH MY ESCROW ACCOUNT ) AND ONE BY ME WHEN WE REFINANCED WITH ANOTHER BANK. I CALLED MY TOWN AND THEY INFORMED ME THAT I WOULD HAVE TO CONTACT FREEDOM MORTGAGE FOR THE REFUND OF MY TAXES IN THE AMOUNT OF {$2500.00}, SINCE THEY HAD ALREADY RETURNED THE FUNDS TO THE MORTGAGE COMPANY. I HAVE MADE 10 CALLS TO FREEDOM MORTGAGE AND STILL DO NOT HAVE MY REFUND. I HAVE REACHED OUT TO SUPERVISORS ( WHO PROMISE TO CALL ME BACK AND I DON'T GET A RETURN CALL ). SOME OF THE SERVICE REPS I HAVE SPOKEN TO WERE - XXXX, XXXX ( HUNG UP ON ME ), XXXX, XXXX, XXXX, XXXX ( SUPERVISOR WHO WAS SUPPOSE TO CALL ME BACK AND NEVER DID ) AND MY LAST CALL TO XXXX ON XX/XX/2021 ( WHO PROMISED ME A SUPERVISOR WOULD GET BACK TO ME AND SHE WOULD ALSO GET BACK TO ME THAT SAME DAY - NEVER HAPPENED ). AT THIS POINT I AM BEYOND FRUSTRATED.IT HAS BEEN 65 DAYS SINCE MY MORTGAGE HAS BEEN PAID OFF AND I DON'T UNDERSTAND WHY IT IS TAKING SO LONG TO RECEIVE MY REFUND? I UNDERSTAND THAT PROCESSING TAKES TIME, BUT BY NOW I SHOULD HAVE MY REFUND. THE MOST INFURIATING PART IS THE LACK OF FOLLOW UP ON THE PART OF FREEDOM MORTGAGE.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: I have contacted the creditor/company many times, but they have failed to provide me with necessary documents that will prove this account or debt belongs to me and it has resulted in loss of credit rating.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a existing VA loan with this company. Since the original loan, which my husband the vet was a part of, my husband passed. I applied for an IRRRL loan on XX/XX/XXXX. The company keeps putting my name down as the vet. I was sent a generic denial of credit statement on XX/XX/XXXX. When I called Freedom Mortgage I was informed the VA denied the refinance. I called the VA and was told the Mortgage company had submitted the incorrect form. I am not listed as the surviving spouse in their database. I would need to be the surviving spouse in the event of a new mortgage but with the IRRRL I still qualified. The mortgage company should list my husband as the vet and not me. I called the Mortgage company back and the loan advisor started a new loan on XX/XX/XXXX. I have had to submit countless copies of the same forms over an over. Every time I called, a new form request popped up into my email. I have worked with over 10 people including multiple customer advocates and an escalation group to try to resolve this. Today I again received a request for the surviving spouse form. When I spoke to the VA in XXXX they stated a special certification was needed to administer VA loans and I should talk to a manager. I have tried again and again to escalate this issue within Freedom Mortgage. The people who seem to listen add a note to the file, but still the same results. No one is either looking at the notes or cares.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A