Date Received: 2021-03-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, I was contacted by XXXX ( Freedom Mortgage Loan Officer ) to offer me a low rate VA refinance loan. I was very impressed that my current mortgage company would offer to refinance their own loan. XXXX told me that Freedom Mortgage was offering refinancing to their current VA customers as a retention measure. I told him that I was receiving a lot of mail and phone calls from other mortgage companies offering me very low refinance rates. He said that the rates are historically low and for me to take advantage of their no hassle refinance process, no closing costs, no credit check, no income verification, etc. Since I was already a Freedom Mortgage customer they had all of my information. The rate was low and the process seemed easy, therefore I decided to initiate the refinance process with Freedom Mortgage. I immediately received an automated email from Freedom Mortgage with instructions on how to fill out the forms online and the urgency to sign and lock my rate. I logged in and started filling out the forms, which was exactly what XXXX had promised me during our call that day. On XX/XX/XXXX, I received an automated email from Freedom Mortgage asking me to review a new loan document. I reviewed the new loan documents and some of the terms of the original offer had changed, ( 1 ) initial monthly payment, ( 2 ) pricing change to points and/or credit for interested, and ( 3 ) payoff and payments have been updated. I sent an email to XXXX for him to call me to discuss the new terms. He did not respond to my calls or emails until I mentioned to him that I was looking into the XXXX XXXX XXXX XXXX rates since they are local and he had not responded to my calls and/or emails. He immediately called me back to ask about the rates offered by XXXX. He said that he could match the rates and to disregard the new loan document request ; that the system automatically generated those type of documents and that it was a mistake on their part. He said that everything was fine and that more than likely I would be closing in the beginning of XXXX. On XX/XX/XXXX, I received another automated email from Freedom Mortgage with a status update on my loan. The email stated that they were waiting on the title work to clear and that they needed a paid in full letter from the lien that is appearing on the title. I immediately called customer service to find out what was going on since I dont have a lien on my property. The customer service representative reviewed the title work and did not see a lien on the property. She recommend escalating the issue to her supervisor since she couldnt determine the issue. Based on this information, I emailed XXXX for assistance on the matter. He never responded to my email or calls. On XX/XX/XXXX, I called customer service to get a status update. The customer service representative told me that my loan application was terminated by Freedom Mortgage that morning since I couldnt provide the lien or made an attempt to contact them, which I did speak with a customer service representative the day before and she couldnt give me specifics on the lien. In addition, I emailed the information to XXXX on XXXX XX/XX/XXXX. I was very confused about the entire situation since no one could tell me anything about the lien and customer service struggle to provide an adequate explanation. I closed on my original loan back in XX/XX/XXXX and everything was very transparent, the loan officer provided feedback, the title company requested information with details, etc. On XX/XX/XXXX, I received a call from Freedom Mortgage inquiring about the entire situation and if I wanted to reapply. I told the customer service representative that I didnt see why I had to reapply when the company cancelled my application without an explanation. And that the current rates had increased significant since I originally applied, he agreed that the rates had increased significantly since then. And that he would see if he could reinstate my original application. Its been six days and I havent heard back from XXXX. The only conclusion I can make out of this entire situation is that Freedom Mortgage string me along the refinance process so that I wouldnt switch over to a competitor when the rates were historically low. Its quite convenient to cancel my application, without any reason, when the rates increased and I could no longer find a competitive rate to refinance my home. I tried to resolve this issue with the company first, but it has been impossible based on their lack of communication and transparency. This is not a decent way to treat people, especially disable veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX my old mortgage company XXXX XXXX XXXX, XXXX sold my current mortgage loan to Freedom Mortgage Corporation. Freedom notified me by mail that all future payments would be made to Freedom Mortgage Corporation, and they provided me with a new account number. They never indicated whether my payment date was changed from the XXXX of each month. With the new account information they provided, I created an online profile for Freedom and linked it to my XX/XX/XXXX account. I began making all my Mortgage e-payments to Freedom as agreed at the end of each month. On XXXX XX/XX/XXXX, I applied for an auto loan with XXXX XXXX XX/XX/XXXX and XXXX XXXX XXXX, and I was denied financing for the total amount. I received a letter in the mail from XXXX stating the reason why I was denied. It said, Credit bureau report shows delinquent credit references, which was the reason for disapproval. I immediately pulled a copy of my credit report and checked it for inaccuracy. Freedom Mortgage reported two late payments to the credit bureaus dated XX/XX/XXXX and XX/XX/XXXX. I contacted Freedom disputing department and inquired about it. I informed them that this discrepancy was completely inaccurate based on all payments made by me on time and processed by my back XXXX. After a review with Freedom, who looked at my payment history from XXXX to XXXX. Freedom concurred that no payment was ever missed on my account. Freedom also permitted me to refinance my loan with them in XXXX for a better Annual Percentage Rate ( APR ) because my account was in excellent standing. Additionally, in XXXX of XXXX, they also offered me a reduction in my mortgage rate, which I took full advantage of. This account is currently closed because of my refinancing with Freedom. When I respectfully requested that they removed the late payments, their justification was, the payments were late, and due to the fair credit reporting act, they can not remove them. They informed me it must stay on my credit file for the entire seven-year duration until it falls off. Any help that you can provide will be greatly appreciated. This blemish has impacted my credit score and caused me to be subjected to financial bias.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was at signing a close loan and at time did not receive XXXX concern process including mortgage loan have received loan assignment number fix loan movement up as log with City as XXXX is it supposed to be movement just received in {$1400.00} 's Freedom mortgage documents missing from ca tx residency
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXX, I filed bankruptcy. I also signed a reaffirmation agreement for my home loan and my auto loan. Ever since, Freedom Mortgage, my home loan servicer, has not reported to the credit agencies, and has reported my open, existing loan, that I continue to pay for and I continue to be in possession of the property, as a closed account. This account is very much open and I am very much still paying on the mortgage. I called Freedom Mortgage on several attempts to rectify the situation with no luck. My most recent attempts were the last week of XXXX, when I spoke with a customer service representative, they said they opened a case on it. I followed up on XX/XX/XXXX, there was no notes in the account that I am trying to get a resolution. The girl stated she sent it to their legal department, she said she researched my file and was able to find my reaffirmation agreement. She stated that I would hear from the mortgage company by the next Tuesday. The following Wednesday approached and I still had not heard anything. I called Wednesday the XXXX and spoke with a supervisor that said he can not do anything, nor can he provide me contact information for their legal department. I followed up with another phone call XX/XX/XXXX and there still is no action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 65202
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unfortunately, it appears the only way to get a timely response from Freedom Mortgage is through an official complaint to a government agency, since they do not regularly response to messages sent on their on message center. Even with an official complaint filed, Freedom Mortgage is still extremely slow in fully resolving issues. Yes, they finally removed the unwanted escrow/impound account and refunded half of the prepayment amount, for a refinance plagued with issues. However, they still have not refunded the {$2000.00} ( Escrow from previous loan ), the {$2000.00} extra mortgage payment that was processed on the previous mortgage ( allegedly they processed this refund on XX/XX/XXXX but we still have not received the funds ), and for some reason they assessed two fees with no explanation to the closed mortgage, {$170.00} on XX/XX/XXXX and {$190.00} on XX/XX/XXXX. Again, I am having to file a complaint in order to get a refund of the {$4000.00} and requesting an explanation of the {$370.00} in fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my home in XXXX. It was sold to Freedom Motgage. Since then I have had trouble with them crediting my account. I have always paid my payment on time and in full. I was separated from my husband in XXXX of XXXX and unbeknownst to us, we were both making payments on the mortgage. I was paying the XXXX and he was paying the old amount of XXXX. When I became aware of it last summer, I called the company and they said that instead of crediting my account they were holding the money somewhere else. Then when I opened my XXXX bill of XXXX. My balance had increased from my XX/XX/XXXX from XXXX to XXXX on my XX/XX/XXXX statement but my balance due was XXXX. I went online and there were several unusual transactions posted. One being for over XXXX on XXXX called XXXX and they told me that they dont have the extra payment info. My husband and I both have bank statements to prove our payments. They say that in XXXX of XXXX my payment was increased from XXXX to XXXX that I was still paying the XXXX amount so in XXXX of XXXX when my payment was increased again they recalculated my XXXX payments. First of all, my bank statements show that as of XXXX of XXXX I was making the new payment of XXXX. My husband was paying an additional XXXX. They still wont tell me where the extra payments that we made XXXX through XXXX went. They are saying that it was applied to the loan. Why did my balance go up then? Again I have bank statements that show all payments being in full and on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34689
Submitted Via: Web
Date Sent: 2021-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is trying to get me to refinance for lower interest rate. I would get lower rates but would have to restart over on the loan losing current interest in the home i have. The value of home has doubled and i feel they want to take the equity from it. I told many representatives that both me and my wife are not interested and to stop calling my phone, stop sending postal mail correspondence and stop email me. I have blocked everything I can do, but they still manage to get through especially with phone calls. I have a log of them calling me - literally 13 times in a 2 week period including 3 times in one day. I wish I know a way to get my mortgage moved to another lender. Freedom Mortgage is awful people to deal with. The most common numbers being used to call me from XXXX and XXXX ( the XXXX # has not called back, but the XXXX # continues to call back even after I have blocked it ; somehow it gets through ).
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98498
Submitted Via: Web
Date Sent: 2021-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: The FREEDOM Mortgage company called me and offered me a refinance. They asked me for a schedule of property owned. I returned that document to them in 2 days. When the agent CALLED ME BACK he asked for more information and then told me the offer was for Monday XX/XX/21 ONLY and that on XX/XX/21 when I returned the documents to them they could NOT honor the offer. The Rate was above the market but had no fees. HE did NOT tell me on Monday it was for that day only. HE advised me on Wednesday he didn't know that was going to happen, but I specifically asked them NOT to run my credit unless the offer was solid. Now they misrepresented the offer, ran my credit which hurts my credit score AND they " bait and switched '' me on the refinance offer. I want the offer honored OR I want the inquiry on my credit report removed!!! See attached- NO reference to " today only ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I Started a refinance for my property with Freedom Mortgage, I was told i will get interest rate of 3.5 % and will have to pay 0.5 point only. then we went with the process and kept sending all documents they needed promptly, I kept sending them follow up email, text messages and calls to get updated on progress. finally about 15 days ago they ordered the appraisal and i had to pay for it, as soon as the appraisal result came back they said we are ready to close but i have to pay 1.5 point to keep the rate of 3.5 % .... I complained to management who couldn't explain why i would pay 1 point more except that rates had changed and i have to pay more. Now i was locked for the rate and percentage agreed on but it was expired because they didn't keep working on my file .. they didn't even mention that change on the terms before i had to pay for appraisal fees. I had called them many time asking to either give me the promised rate and points or refund the appraisal fee as it was not my fault it was their fault, the completely ignored my request and send me a CD for closing on their higher points. It feels very unfair that i was sending documents so many times because they taking long time and they always need updated documents, lose the opportunity to REFI with other Banks while Rates were still low and paying {$670.00} for an appraisal that i didn't but only for their Refi. and the bank doesn't want to help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2021-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Freedom Mortgage XXXX This account should NOT be reporting a late payment on XX/XX/2021. This account has been paid off. This loan funded on XX/XX/2021 so it should not be considered more than 30 days late. This is preventing me from getting the credit I deserve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95630
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A