Date Received: 2021-03-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My wife and I were under contract to refinance our mortgage with Freedom Mortgage, with the closing scheduled for XXXX XXXX XXXX XXXX on XX/XX/2021. The notary never showed up for the appointment and didn't even have the courtesy to call us to let us know he wasn't coming. When we tried to reach out to our licensed loan officer at Freedom Mortgage, he did not respond to any of our phone calls or emails. Now we have to make XXXX 's mortgage payment that we were supposed to skip and pray that we can continue the process on the same terms now that our loan approval has expired.
Company Response:
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On or about XX/XX/2020 till currently I have entered into a modification agreement with Freedom Mortgage, They never offered a deferment to put balance on back end of mortgage or more relief, just a modification to pay back unpaid balance due to Covid19. I entered into the modification agreement and have made consistent payments for over 1 year yet freedom has not issued a permanent modification and marked my credit current on the mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11768
Submitted Via: Web
Date Sent: 2021-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a mortgage with Freedom Mortgage Company. I fell that my escrow and mortgage were not properly managed by Freedom. I received multiple late payment fees and interest from the state of Massachusetts because Freedom made errors, missed payments and did not make my payments on time. I never pay my mortgage late but yet XXXXreedom rarely paid my taxes on time. In a addition I had a 30 year fixed FHA Mortgage with Freedom yet my monthly mortgage payment would fluctuate and increase as much as {$300.00} a month. They said it was in increase in my property tax and insurance but that did not add it. I have contacted freedom a number of times to address my concern but they were none responsive and dishonest. they said the could not provide me with anything in writing or detailing my escrow account history.
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: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I spoke with XXXX XXXX XXXX # XXXX on XX/XX/XXXX and he took my application over the phone to refinance my existing loan. He quoted me a rate and terms and called back a few minutes later stating that the rates had increased during our call but would get the original rate approved and would get back to me later that day or the next morning. He has not contacted me or returned my repeated calls or emails. I also have not received any disclosures that are required to be mailed. I spoke to XXXX XXXX yesterday and requested to speak to XXXX XXXX supervisor and was transferred to another voice mail. I left a message and no one has returned my call.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 712XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Refinancing my mortgage with the existing loan holder, Freedom Mortgage. I was told that the loan was closing in early XXXX, early XXXX, and most recently I was told in early XXXX that it would be closing today. My phone calls and emails have been avoided and not returned. Ive received multiple excuses as to why my loan is not closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 986XX
Submitted Via: Web
Date Sent: 2021-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Due to natural disaster in the state of Texas, my closing on refinance was delayed from XX/XX/2021 to XX/XX/2021( see attached letter ). I called and notified Freedom mortgage of the delay and they said the payoff would remain in good standing. Loan was paid in full on XX/XX/2021 per Freedom mortgage and closed as ofXX/XX/2021 ( see attached documentation ) yet they debited my escrow account on XX/XX/21 for mortgage insurance. Are they allowed to do that after the loan is closed? I tried contacting Freedom mortgage by secure message ( no response ) on XX/XX/2021. When I called on XX/XX/2021, she said there was nothing she could do ( customer service ) and that she would put a note in the record to have the money refunded. It was not. I am requesting a refund since I have a new lender as of XX/XX/2021 for this home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Due to loss of income from the Covid 19 pandemic, last year I took advantage of the Cares Act and contacted my mortgage company, Freedom Mortgage, about going on a forbearance plan. I spoke with XXXX, ID no. XXXX who explained the three repayment options, one of which was flex modification which would change the terms of my loan. She said it would reduce my interest rate to the current rate. After a trial period of first making no payments, then reduced payments, I was, therefore, shocked to receive loan documents that quoted an interest rate of 4.25 % which is significantly higher than the current rate. More of Freedom 's trickery came in the form of the new loan papers stating my monthly payment would be {$640.00}. That seemed like a good deal until I found out it didnt include my insurance and taxes. Further, nowhere in the loan documents did Freedom state what the total amount repaid will be after 40 years. Ive been a homeowner for over 20 years and have had quite a few mortgages and refinances. Loan documents ALWAYS state the total amount that will be repaid by the end of the loan. Freedoms loan docs to me does not do that. That is very bad faith and trickery. I sent them a certified letter on XXXX XXXX, XXXX stating all this and requesting my interest rate be reduced to the current rate. On XX/XX/XXXX the rate was 2.338 %. Today it is even less. I have received no response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would like to report a problem related to my mortgage being purchased by Freedom Mortgage from XXXX XXXX XXXX XXXX My loan with XXXX # XXXX had been acquired by Freedom Mortgage on XX/XX/XXXX2021, servicing change effectiveXX/XX/2021. The new loan number with Freedom Mortgage is XXXX. I was notified of that by mail by XXXX via a letter that instructed me to make my payment for XX/XX/XXXX2021 to XXXX and make future payments to Freedom Mortgage. I made a payment in the amount of XXXX with the note to apply {$2200.00} towards my Monthly Payment ( paid in full ) and apply the remaining balance of {$6100.00} towards my principal. The check was cleared by XXXX on XX/XX/21 but I do not have a way to capture a screenshot of it as XXXX removed all historical mortgage data from my account. The balance, transferred to Freedom Mortgage was incorrect and was missing the additional {$6100.00} payment I'd made. I've made several phone calls to both of these companies including a call to Freedom Mortgage on XX/XX/XXXX, XX/XX/XXXX, and today, XX/XX/XXXX2021 as well as a call to XXXX on XX/XX/XXXX 2021. Neither company was able to give me a definitive answer on when and how the payment would be transferred to Freedom Mortgage and why my loan amount shown on their side was higher by over {$6000.00} at {$410000.00}. I have received no written confirmation of my inquiries or reports of actions taken to rectify them. Today, on XXXX XXXX, 2021, I still do not see that payment applied to my account on Freedom Mortgage. I made another call to Freedom Mortgage and their rep advised me that the payment for {$6100.00} had been received on their end on XX/XX/XXXX but it wasn't applied to my principal, even though I wasn't able to see it in my online Freedom Mortgage account. He also stated that the payment date was not set to XX/XX/XXXX but to XX/XX/XXXX, which means my account continued to incur a XXXX in interest charges which should have been offset by that payment as of XX/XX/XXXX. The interest accumulated by that money is mine and is due to me, as of the moment the check is cleared by the lender, which happened a month earlier than currently recorded. This payment of {$6100.00}, and the accrued interest, need to be applied to my mortgage principal with the corrected posting date and the remaining interest on the mortgage needs to be recalculated and adjusted to account for the month lost. I requested that of the Freedom Mortgage rep I spoke to today, XX/XX/XXXX 2021. Given the extended troubles I've had with this transaction, I requested said Freedom Mortgage rep to send me an email confirmation to reiterate my ask. However, I was told that no written communication to customers is allowed to happen for any inbound inquiries. It is appalling to me that a mortgage lender would have policies aimed at reducing consumer transparency and disallow any written communication between customers and the customer service department. It appears that this lack of consumer communication is precisely the reason why my outstanding payment had been applied incorrectly as I would have ensured the proper details around the date & designated account were captured properly had I received any email correspondence for 2 of my previous calls. However, what I was told in regards to that was even more baffling. I was told that if a request related to a payment came in before the funds were received, it was considered a premature inquiry, and the request was closed automatically. In my case, this resulted in my funds being mismanaged and in my eyes that violates the fiduciary responsibility the lender has to me and committed fraud by failing to perform an action I explicitly asked them to perform.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94134
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a long time customer with Freedom Mortgage, for the past 4 years I am trying without any success to refinance the existing mortgage and I am concern of the way the company handles private information like the SSN. Every time I receive a notice that I am eligible for streamline refinance or other type of lower rates I contact the XXXX and I proceed with the application ; however each time after 20 or 30 days the applications is closed and the reason is always the same " incomplete application ''. The agent who normally takes the application becomes unreachable after they take the application over the phone and after the initial documents are signed, after that step the agents can't longer be reach. My concern is what does the company do with all those signed documents and SSNs etc and why is when the rates are the lowest the company always closes the applications. When I contact the company no one can explain what happens, they don't take the time to review the files and they don't offer any solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am coming to the end of my forbearance period on my VA-backed loan serviced by Freedom Mortgage. On two separate occasions, I called and asked about my post forbearance options. After conducting additional research, I found out both the Cares Act and VA policy allow for loan deferment with the amount owed being placed in an interest fee account. Right now, Freedom is only offering Loan Modification or a 12 month repayment plan of what is owed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A