Date Received: 2021-04-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: While attempting to refinance in XXXX of XXXX, I reached out to Freedom Mortgage, my current VA loan servicer. On or about XX/XX/XXXX, I spoke with XXXX XXXX XXXX, loan officer for Freedom Mortgage. I informed XXXX that I was currently on a COVID Forbearance but that I had been sending payments as part of a trial loan modification to remove my forbearance for a couple of months. I asked how that would impact my refinance and XXXX told me that as long as I removed the forbearance and brought the loan current prior to closing on the refinance, I would be ok to refinance. Since the interest rate offered was so much lower, I agreed and XXXX took my application. XXXX told me that I would qualify for a 2.25 % IRRL refinance on my VA loan and because I was a current Freedom Mortgage customer, I would have all loan costs covered by Freedom with the exception of the VA Funding fee and Prepaids and Escrows. Knowing that I was going to refinance and not sure how a loan modification would impact my credit, I called Freedom Mortgage and asked them to remove my loan modification as I was going through an IRRL refinance with Freedom Mortgage and planned on making the full payment prior to closing to allow me to close on the loan. Soon after, I was sent Disclosures to sign along with the Loan Estimate with a rate lock until XX/XX/XXXX. XXXX informed me that the process could take 4-8 weeks. I signed the disclosures. On XX/XX/XXXX, I received an email from Ms XXXX XXXX, Customer Service Advocate working with my loan processor. Ms XXXX informed me that my loan was in " Conditional Approval which has been rendered by a Freedom Mortgage Underwriter '' and that I needed to provide proof of current payment. I found this odd since Freedom Mortgage was the servicer of my loan and had complete access to my mortgage information but I submitted the payment history from Freedom Mortgage 's website to Ms XXXX showing the XXXX payment I submitted anyways. After multiple unanswered follows ups emails to Ms XXXX requesting confirmation that the payment history provided cleared this last requirement to ensure I could close prior to the XXXX rate expiration. On or around XX/XX/XXXX, Ms XXXX finally followed up on my emails via a phone call. She stated that the payment history I submitted was accepted and now I only needed to remove the forbearance and submit a payment for the balance due from forbearance ( {$16000.00} ) and I would have the final clear to close. After gathering the funds to submit the payment and remove my forbearance, I sent a payment for {$16000.00} on XX/XX/XXXX and contacted Freedom Mortgage servicing department to request my forbearance be removed and sent and email to Ms XXXX letting her know I had completed the payment and removed my forbearance. Over the next couple of days, I followed up again with Ms XXXX to ask if we were going to be able to close prior to the XXXX rate expiration. No responses from Ms XXXX until my 3rd following on XX/XX/XXXX where she responded that she had no information on when the closing date would happen. On XX/XX/XXXX, 4 days prior to the rate lock expiration, I followed up again with Ms XXXX to see when we were going to be able to schedule closing. XXXX XXXX responded that my loan had been declined by the underwriter and that the loan was no longer with her department! Just like that, after almost 60 days of working on the loan from origination, preliminary underwriter review and conditional approval as well as being directed to remove my legally allowable forbearance with a lump sum payment, Freedom Mortgage pulled the rug out on my refinance despite the fact that my forbearance status, payment history and loan status was disclosed at loan application and Freedom Mortgage was my CURRENT SERVICER and had access to all relevant information throughout the process. I have been given multiple reasons for the decline. XXXX ) I had a late payment ( I did not as I was in forbearance ) 2 ) The VA removed XXXX eligibility if your loan was in forbearance in XXXX XXXX. XXXX ) I did not have 6 consecutive payments prior to going into forbearance. ( This is the reason that they finally settled on ) I have attempted to resolve this issue with multiple levels at Freedom Mortgage including Ms XXXX 's supervisor XXXX XXXX XXXX, XXXX XXXX 's XXXX loan officer ) supervisor XXXX XXXX and XXXX XXXX, Chief Compliance XXXX. Ms XXXX has yet to respond to my emails and Ms XXXX XXXX and Mr. XXXX 's initial responses were extremely dismissive. They simply stated that the situation was what it was. I forcefully pushed back on that assertion and demanded that Freedom Mortgage identify why their loan officer took a loan refinance application, my loan reviewed by processors, reviewed and conditionally approved by the underwriter and instructed to remove my COVID forbearance and submit a lump sum payment of the forbearance balance if the reason my loan was declined was something that was easily available/disclosed/accessible to all agents of Freedom Mortgage from the first step and every step along the way?? After my push back, the only responsive person was Ms. XXXX XXXX who attempted to investigate what happened and why. She ultimately admitted that my loan application should never have been taken, that the underwriter should not have given me conditional approval and that Ms. XXXX was not allowed to instruct me to remove my forbearance and submit the lump sum payment. Despite this admission, there was no resolution offered. I asked for escalation since I would lose out on the extremely low interest rate now that interest rates are dramatically higher and was out over {$16000.00} from the lump sum payment that would have been extremely useful to my family during these uncertain times and I had MULTIPLE options to remove my forbearance and bring my loan current that did not require a lump payment which is specifically prohibited by the VA. Ms XXXX XXXX responded that she was working on a response from other departments and lawyers as to what could be done but after waiting weeks and sending multiple follow up emails to Ms. XXXX XXXX XXXX I have yet to receive a response. At this point, the only reasonable conclusion that I can come to is that Freedom Mortgage coerced me into submitting a lump sum payment and to remove my forbearance by dangling an IRRL refinance with an extremely low interest rate and loan costs covered only to pull the loan after I submitted the loan payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This is a secondary complaint to # XXXX that was somehow closed before the problem was actually resolved. ( Freedom Mortgage failed to show up for the scheduled closing on XX/XX/XXXX. ) Freedom Mortgage again failed to show up for the rescheduled closing on XX/XX/2021, at XXXX XXXX EDT. Now we will have make yet another payment on the current loan while we await Freedom Mortgage 's response. This is absolutely no way to treat a military family.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2021-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This account is involved in litigation for fraudulent practices according to my FCRA rights. I have not supplied proof under the doctrine of estoppel by silence, Engelhardt v. Gravens ( Mo ) 281 SW 715, 719, I may presume that no proof of the alleged debt, nor therefore any such debt, in fact exists. Note that the collector has to stop all collection activities until it can provide all the evidence. Under the FDCPA Section 809, Validation of debts [ 15 USC 1692g ] I have the right to verify any alleged debt on my credit report and if the alleged debt is being disputed, the debt collector shall cease.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76065
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Freedom Mortgage Corporation took over our home loan in XXXX. Zero issues what so ever payments where made on time. For the first four months my father would call in his payments and they would take them and process them with no issues and my father has even added additional funds for the principal every month. Let 's fast forward to the first incident in XX/XX/XXXX my father called in his payment as he always did got his confirmation number and went about his day. Right away at the end of XXXX I had people coming to the home taking pictures asking if anyone was living in the home. Puzzled and confused we call XXXX and they said no payment had been made for the month so they just wanted to verify someone was living in the home. On the phone I mentioned the confirmation number they took it but said nothing existed. After making the payment I asked if my credit would be damaged because of this and they said they did not know. Right away that was a red flag! After countless phone calls, letters and emails at the end of XXXX my credit report was updated with a deduction in points from XXXX to the low 600 's. After trying to explain the situation they were no help what so ever! all I got was a you should have made that payment on time. Now let 's forward to XXXX! My father had some extra cash so he decided he would make his payment early. I made this payment on XX/XX/XXXX for the amount of {$1800.00} and an additional payment to the principal for {$300.00} a total of {$2100.00} for the next month of XXXX. I kept an eye on the bank account but noticed something strange XXXX only took the principal payment of {$300.00} I called to confirm that and they said that was correct! I asked why?? if I made a payment for {$2100.00}. I remembered what we had already gone thru this so I mentioned this to the operator and she said she saw this exact problem earlier in the week with a different customer. I mentioned what happened to us in XXXX and I told her that it feels as if Freedom Mortgage would love the home back since they really want us to miss payments and mess with our credit. I would happily sell the house back to them!!!!!!! but if the payment system has errors why not change that??? why don't you fix this! I tried to buy my own home but was unable to because of the damage to my credit thats just now getting better. I would appreciate it if XXXX took responsibility for the XXXX up from XXXX and for the one for XXXX or is this plane old sabotage?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90303
Submitted Via: Web
Date Sent: 2021-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are in the process of refinancing our home with Freedom Mortgage. We started the process back on XX/XX/XXXX. At that time our estimated close date was the XXXX of XXXX. I have had to reach out each time to communicate and ask for an update on the status of our loan. We have provided all documents that the company has reached out about in an extremely timely manner, same day or very next day, so clearly we arent holding anything up. After reached out to one of the customer service reps, XXXX, at the beginning of XXXX, since we had heard nothing and we should be closing, we were told that they had everything and the close date was pushed back to the XXXX of XXXX, not a problem. We then received phones called on the XXXX, XXXX and XXXX of XXXX stating that they had everything they needed but were waiting on a third party, XXXX, for subordination, fine. We then received a doc u sign email on the XXXX of XXXX stating that we needed to provide more document, weird since the last 3 weeks we got calls about how they had everything. So at that point I called our original rep, XXXX, to ask what these were about, since they came from his email. I spoke with XXXX who had no idea why we would have gotten that. He did let me know that they needed updated info since it was taking so long. One of the question they had for my husband was about his parents address, somehow the underwriters need an explanation for it, but ever had a question about it in the beginning when they pulled his credit. After providing everything, even things that XXXX missed on the email, by XXXX the following morning, we still had no update. I had also asked XXXX the following evening to have a supervisor call, no one did. I then asked XXXX to have his supervisor call me, this was on the XXXX, which also never happened. I ended up reaching out to XXXX the morning of the XXXX and asked to speak with his supervisor, in which he transferred me to XXXX XXXX. I spoke with XXXX and expressed my concerns about the process of the refinance and how frustrated I was with the extreme lack of communication. He stated that he would look over our file And figure out what was going on and either call or email that day with the Status, which never happened. I called and left two messages on Thursday, XX/XX/XXXX, and still have not heard back from anyone. This is extremely irritating and frustrating. I would NEVER recommend this company to anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Freedom Mortgage Corporation is trying to collect payments from an alledge debt. We sent a Debt Validation letter with exhibits back in XX/XX/2021 via USPS Certified mail, but the Debt Validation letter was never answered. i have the tracking confirmation that confirms that Freedom Mortgage Corporation received the mail on XX/XX/2021 at XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10710
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage has placed an escrow on my account that damaged my ability to apply for land loans. I refinanced in XXXX2020 to lower my mortgage from {$1100.00} / month to {$900.00} / month, and my mortgage was sold to Freedom Mortgage. Freedom Mortgage then placed an escrow on my account of {$300.00} despite a perfect payment record and paying months of homeowners insurance and taxes in advance by rolling them into the total my refinance. /// ( Paragraph break for easier read ) /// So now when applying for other loans my debt to income ratio is thrown off. Loans I was previously approved for with the actual {$900.00} / month mortgage, now appear as though I have gone up to a {$1200.00} / month mortgage - and I have now been disapproved. Again, despite being sure to pay a large portion of this homeowner 's insurance and taxes up front. XXXX Starting on XXXX I was told my by loan officer that this escrow would be a problem and started working though Freedom Mortgage 's automated system to remove it. My initial request was denied due to " a lack of payment history on the mortgage '' - which is accurate considering I only refinanced in XXXX 2020. But I did have 1.5 years of perfect payment history before that before the refinance. XXXX I continued to try to reach an actual person and escalated this concern on my own until I got in contact with XXXX XXXX of Freedom Mortgage 's escalations department on XXXX. I told him I could provide a final closing statement that shows the homeowner 's insurance and taxes I paid in advance and any past payment history from before the refinance. He was initially very helpful. He provided me with his direct number and said he would raise the issue and get back to me in a week. One week passed and I still had not heard anything so I reached out via email and phone on XXXX - I have not received anything since. I have also made calls to the Freedom Mortgage escalations department in general and have not been able to find him again to ask about my case. /// On XXXX I sent XXXX an email to let him know I would be seeking Federal aid with this damaging situation. I have been keeping the property owner waiting for 3 months now on financing issue. And as property management is part of a side business I have been running since XXXX of 2020 - losing this property due to an error of some company ( that I have no power to hire / fire for my mortgage servicing mind you ) will really harm my ability to provide for my family. That is why I took time to make sure that I would be frontloading my insurance and taxes into the refinance total - so this specific roadblock would not manifest itself. XXXX XXXX is what I sent to XXXX letting him know I would be filing a complaint with higher authority / a watchdog agency : XXXX " Hey XXXX, XXXX To be perfectly honest. This has already cost me and my family a lot. The bank just told me they have to deny me for the loan Ive had lined up for a property Ive been working on for 4 months. /// I have been more than polite with everyone involved - yet due to a mistake, entirely on your companys end - I have been screwed over. I also cant seem to get an answer from anyone on what has happened with my case. But, at this point Im guessing that insulation from criticism is by design. Especially since I did not pick your company to work with, I have no option to change to a new mortgage processor, and I cant get past your escalations department. /// So I just want you to understand that I will be contacting my lawyer to find what federal agency oversees this interaction. I dont know what recourse I have yet, but from one man trying to his job to another man trying to do his job ; I wanted to let you know first that I will be going around your company to get this fixed. XXXX V/R, ( My name ) '' XXXX Thank you to the CFPB for looking into my case and please feel free to contact me anytime.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23455
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-05
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: I see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2021-04-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My prior VA Loan servicer, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, sold my mortgage to Freedom Mortgage in XX/XX/2021. Prior to the sale of my loan, I had made one regular mortgage payment and two additional principal-only payments to XXXX. Freedom Mortgage refuses to update the transaction history to apply the payments I made to my prior servicer to my mortgage account. Additionally, I made a mortgage payment to Freedom Mortgage on XXXX XX/XX/2021 and an additional principal payment to Freedom Mortgage on XXXX XX/XX/2021, which Freedom Mortgage originally applied to my loan balance but since reversed and now refuses to apply to my loan balance. Instead, Freedom Mortgage has reallocated some of my prior principal-only payments to future mortgage payments without my authorization. I have called Freedom Mortgage more than twelve times dating back to XXXX XX/XX/2021, spoken to numerous supervisors and agents, and my loan detail remains incorrect. The last conversation I had with a Freedom Mortgage representative ( XXXX XXXX XXXX on XXXX XXXX 2021 involved Mr. XXXX telling me that I should not worry about the accuracy of the payment history as long as my credit score is not being negatively impacted by all of Freedom Mortgage 's errors relating to my account. I wholeheartedly disagree and know that I should not be paying interest on principal that I paid off dating back to XX/XX/2021.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23693
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage bought my loan from the previous loan servicing company in XX/XX/XXXX. Since then, Freedom mortgage has been collecting payments from me that includes costs for home insurance and property taxes towards my escrow account. On XX/XX/XXXX Freedom mortgage debited {$1000.00} to hazard insurance but my home insurance company has no receipt of payment. Ive had to pay out of pocket to my home insurance company- XXXX- to ensure that my home insurance is paid. I received no notice of any change of home insurance and no correspondence from any other home insurance company. Freedom mortgage essentially stole that money from me and did not comply with paying my home insurance company. They also did the same thing with funds in my escrow account for my property taxes. They debited my account {$6700.00} on XX/XX/XXXX supposedly for my tax property bill. The county of Alameda has no record of receiving payment from Freedom Mortgage. The taxes are due on XX/XX/XXXX and if they are delinquent I will incur hefty percentage fines. The fact that Freedom Mortgage took those funds from my escrow account and have not paid either of those bills has put me into a financial hardship. They have stolen from me and made me have to pay for bills that were supposed to be paid from my escrow account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2021-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A