Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am disputing a late payment fee. All of my payments have been on time for the last 15 years. Freedom Mortgage indicated that they received a late payment that was submitted on XX/XX/2021. On XX/XX/XXXX my wife contacted Freedom Mortgage to find out why that have not withdrawn the payment from the bank account. My wife was told that the bank rejected the payment due to an account number error. Freedom Mortgage did not contact me to make me aware of the banking error. Freedom Mortgage also made changes to their website. In the past if the banking information was incorrect the system would indicate that an error was made. The company waived the fee. However, the one late payment is indicated on the mortgage statement and may damage my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 20018
Submitted Via: Web
Date Sent: 2021-03-11
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: Hello! My mortgage lender is Freedom Mortgage. For the most part, they have been a good company to work with. However, I've had an issue regarding escrow and homeowner 's insurance. I had a policy in place with XXXX XXXX XXXX XXXX ( XXXX ). I believe the effective dates were XX/XX/XXXX - XX/XX/XXXX. In XX/XX/XXXX, I received a notice that the premium for XXXX was going to increase over {$1000.00}. Because of this, I reached out to my insurance agent to shop around for another company. They were able to secure me a quote with XXXX XXXX XXXX for much less. Freedom Mortgage had already paid out the premium to XXXX, so I requested cancellation through my agent. I received email confirmation that my agent sent the new policy information over to Freedom Mortgage on XX/XX/XXXX. Sometime in the XXXX timeframe, I contacted Freedom to request the status of the premium refund ( I was told to contact XXXX directly for this ) and to let them know the agent sent over the new insurance information. On XX/XX/XXXX, a notice of rescission was sent from XXXX 's saying that my Homeowner 's Insurance policy was cancelled due to a lack of premium payment. I received this document on/around XX/XX/XXXX. On XX/XX/XXXX, I immediately contacted my agent to try and figure out what was going on. She informed me that the premium was never paid, and promptly got me another policy. The policy effective date was XX/XX/XXXX. Freedom did pay out this premium on XX/XX/XXXX. Due to the lapse in coverage from XX/XX/XXXX to XX/XX/XXXX, Freedom sent me a letter stating that I needed to provide proof of insurance or they would implement " Lender Placed Insurance '' for approximately {$740.00}. I called Freedom, explaining that the original XXXX XXXX policy was put in place, but due to a failure to pay the premium, it was cancelled. They told me it was put into a file, and that they would decide what the outcome would be shortly. In the end, Freedom Mortgage put the Lender Placed Insurance in place. I was contacted and told that they had only charged me what I was expected to pay from my original policy, and that they would cover the difference. However, based on my escrow account balance, a total of XXXX was taken out. My policy total from XXXX is {$2000.00}. The 56 days that I was without insurance would have cost me about {$320.00}, not {$740.00}. So even with Freedom 's outcome of me paying what I would have owed, they overcharged approximately {$420.00} from my escrow account. Ultimately, I do believe that, given the circumstances and my due diligence ( not to mention the hours my wife and I have spent on the phone trying to remedy the situation ), Freedom Mortgage should have been responsible for making the payment from my escrow. Thus, the lender placed insurance premium should be paid for by Freedom Mortgage. Thank you in advance for your time spent on this matter!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2021-03-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I received notice from my homeowner 's insurance company that my policy premium was past due, unpaid by my lender, Freedom Mortgage. My policy was due on XX/XX/XXXX and this was the first I was notified of as much. I contacted XXXX XXXX Insurance who indicated that they attempted to follow-up with Freedom Mortgage, as the party who assumed my mortgage loan in the fall of XXXX, on multiple occasions, including XX/XX/XXXX to determine if/when Freedom would pay my premiums ( XXXX Mortgage paid my premiums in a timely fashion on the XXXX of XXXX faithfully for XXXX years ). XXXX indicated as well that my policy declaration was sent at the beginning of XX/XX/XXXX as per usual. XXXX they stated she would emailed the policy declaration to Freedom Mortgage again to the contact information she was provided ; she forwarded the same declaration information to me and I sent it to the email contact address XXXX was using. At that time, I also called Freedom Mortgage myself to attempt to understand why they failed to meet their fiduciary duty in paying my insurance premium. I spoke with XXXX in Customer Care, who transferred me to XXXX, who transferred me to XXXX in the " insurance department. '' XXXX indicated that they had tried to contact XXXX XXXX on XX/XX/XXXX and received no action on my policy. XXXX then asked that the policy information be uploaded to the mycoverageinfo.com/agent link. I called XXXX XXXX back and let them know of the website address and was informed that policy information was emailed not uploaded. When the email I sent was returned undeliverable to the address XXXX XXXX had, I forwarded the content and policy declaration to Freedom Mortgage 's Customer Care email address from their website ; I received confirmation of receipt from that address on Saturday XX/XX/XXXX. On Monday XX/XX/XXXX, I contacted XXXX XXXX again to ascertain whether Freedom Mortgage had taken care of paying my insurance premiums. XXXX XXXX still had not heard from Freedom Mortgage about this matter. The call was disconnected, and I then called Freedom Mortgage. XXXX, with Freedom Mortgage transferred me to XXXX. When I explained that matter to XXXX, she explained that processing policies through email would take 2 - 5 business days. XXXX asked that I take a screen shot of the declaration page of my policy and upload it to mycoverageinfo.com/freedom. This information was different than the information I received on XX/XX/XXXX. Moreover, she also said this method of transmitting policy information would also take 2 - 5 business days. Keep in mind that XXXX has had no issues contacting me, upon transfer of my mortgage to their business, to try and sell me a new lower rate mortgage. They called 2 - 3 times a day, multiple days a week, despite my letting them know that if I were interested in reducing my interest rate, I would contact them. They also had no issues send me a contract to sign to reduce my interest rate without my request or consent. But they did not and could not reach out and let me know they had not received the information they needed to pay my homeowner 's insurance and that the coverage was otherwise going to lapse. It was XXXX XXXX that let me know of this dire circumstance first. Nonetheless, on XX/XX/XXXX, rather than taking screen shots, I discovered, when I went to the website address provided by XXXX, that the entire policy declaration document could be uploaded to XXXX. So, I downloaded the current policy declaration document from my XXXX XXXX account and uploaded it to the website XXXX provided. I received confirmation that the document was received as the site indicated " Policy Submitted & Under Review. '' I also received an email from XXXX confirming receipt of the uploaded information. XXXX XXXXXX/XX/XXXX, I contacted Freedom Mortgage to follow-up on their receipt of my policy declaration. The recording on the number provided by their website, XXXX stated 1 ) the policy information was " successfully processed. '' Then, 2 ) my policy expired on XXXX and to avoid Freedom acquiring coverage for me at a higher rate, I needed to upload a copy of my current policy as no information was received ; moreover, there was no current history of payment. - What?! So, I talked with XXXX at Freedom Mortgage. I explained why I was calling, and XXXX started by being concerned about updating my telephone number ; I had done that on Monday on the mycoverage website ; she indicated that I needed to do that on the main website. When I reiterated the purpose of my call and the fact that I found it more imperative that this issue with my homeowner 's insurance be taken care of more so than my telephone number, she stated I needed to upload my policy declaration. I explained that I had. She then indicated that the information Freedom received was out-of-date. I explained it was not as I looked at the information received from XXXX XXXX via email and the declaration on my XXXX XXXX account online. XXXX then wanted to know what mortgage company was declared. It is Freedom Mortgage. XXXX then, finally, attempted to contact XXXX XXXX. After only four minutes of hold time, she came back and indicated that she could not hold any longer and that I would need to contact XXXX XXXX myself to resolve this matter. I explained to her that Freedom Mortgage has a fiduciary duty to manage this matter on my behalf since they are the company that assumed my mortgage. She was not willing to be of further assistance, recognizing that I was frustrated, she could not hold any longer. I contacted XXXX at XXXX XXXX. I explained the dilemma I was experiencing with Freedom Mortgage and he too recommended that I upload the policy declaration. I explained that I had, that I had received confirmation of receipt, and that Freedom was not seeing the information, was stating it was outdated information, etc. While XXXX was willing to help, he indicated he could not conference Freedom Mortgage into the call ( although XXXX had suggested on XX/XX/XXXX that calls with lenders could be ). I was able to conference XXXX into the conversation with XXXX, however, and we spoke with XXXX. XXXX was faxing the information to Freedom and, in the conversation, I let XXXX know that I had uploaded the policy declaration was well on Monday, XX/XX/XXXX. She put us on hold to look to see if the declaration was uploaded and she came back stating she had it in hand. She had the correct premium rate and stated that the policy would be paid in full, would be put in the mail tomorrow, XX/XX/XXXX, and for XXXX XXXX to expect receipt of full payment in 7 - 10 business days. While this debacle appears to be resolved now, I remain concerned. 1 ) When Freedom Mortgage assumed my loan from XXXX in the fall of XXXX, I had difficulties getting my mortgage payment paid to them in a timely manner ; that has since reflected on my credit report. The late payment was not due to negligence on my part, it was on their part. That reflection remains there despite the lack of Freedom having my account information available online or by phone when they assumed the loan. 2 ) Freedom Mortgage hounded me for weeks, almost a full month, to refinance my mortgage with them despite my not being interested and indicating, multiple times, that if I changed my mind, I would contact them. They had my contact information and had no problem contacting me, emailing me, and sending me a contract I did not request in the mail. 3 ) When accounted to manage my escrow account to pay my homeowner 's insurance, I hear nothing from them. Not a phone call. Not an email. And, when mentioned to those I have talked with since Friday, XXXX, XXXX, no one indicated then that Freedom had attempted to reach out until today when XXXX said that a letter was sent to me on XX/XX/XXXX. I have not received this letter yet, as of XX/XX/XXXX. Furthermore, sending me this notice after I contacted XXXX on XX/XX/XXXX, seems pointless as does the fact that that letter was sent two days after Freedom failed to send payment to XXXX XXXX - the party they are supposed to make payment to on my behalf. And, clearly, they have that contact information as XXXX contacted them today. 4 ) XXXX also indicated that Freedom had attempted to reach out to XXXX on XX/XX/XXXX. No other representative with Freedom indicated as much. Both XXXX and XXXX indicated the last attempt to contact XXXX XXXX made by Freedom Mortgage was XX/XX/XXXX. XXXX then said she could read all the notes to me ; please, I just want my homeowner 's insurance paid out of the escrow account Freedom Mortgage assumed responsibility of in the fall of XXXX. My attempts to rectify this matter have fallen on deaf ears and Freedom has left me to take care of this circumstance without taking accountability. 5 ) I am duly concerned that this payment will not be mailed tomorrow and that I will again have to continue to follow-up with an organization that clearly is inept meeting their fiduciary duties. In fact, when looking at my escrow account, they have failed to account for increases in premiums and taxation, unlike XXXX. Therefore, it is with great concern, when told that my homeowner 's policy will be paid in full, that still submit this complaint as I fail to see how Freedom Mortgage will effectively meet these and the other fiduciary duties they have on my behalf without this entity causing further negative impact to me as their consumer ; I did not choose Freedom Mortgage and they have failed to demonstrate how they have my best interests in mind when handling this circumstance. Therefore, I anticipate that I will continue to have to face an uphill struggle to ensure that my home and the security of my home are protected from the very company that is responsible for supporting me in doing so. Thus, I ask that others be made aware of these struggles and that remedies be made on behalf of myself and other consumers who endure the disconnected irresponsibility of a mortgage company who fails to effectively manage mortgages. I have had nothing but poor experiences with Freedom Mortgage since this past fall, apart from interactions with XXXX ; I fear I will continue to have poor experiences with this business as I wait out the next seven to ten business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 657XX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was contacted by Freedom Mortgage that, as a courtesy, they could reduce my monthly payment without adjusting the term. It was portrayed as a courtesy and not as a full blown refi. There were to be no closing costs and all I needed to do was answer a couple simple questions regarding my current financial status. I considered this a great service as I have two loans with Freedom Mortgage, never missed or was late on a payment, and have a credit score over 800. On the morning of Thursday XX/XX/XXXX the sales rep ( Badge XXXX XXXX took my info and simply said she would call me back once everything was complete. No additional details or information was provided and nothing further was to be done from my side. She called back that same day : XXXX - no voicemail XXXX - no voicemail XXXX - voicemail " Hello this is XXXX giving you a call from Freedom Mortgage. Please give me a call back when able. My number is XXXX. Thank you. I look forward to speaking with you soon. XXXX - no voicemail No other messages or calls were received after this. Wednesday XX/XX/XXXX A letter is received stating : " We have received your request to withdraw your loan application and have cancelled your application request. '' I made no request to do this. Thursday XX/XX/XXXX I call Freedom Mortgage and get transferred to the sales agent above. She states that since I did not contact her within 3 days then she is obligated to cancel my loan. First time ever hearing that requirement. PLEASE NOTE : 1. She never stated any timeline to complete this refi process during the phone call review 2. She never stated any sense of urgency or timeline in her one voicemail 3. No message was received via e-mail ( all my information is in my profile including secondary numbers ) 4. No additional follow-up happened after that Thursday XX/XX/XXXX by anyone else at Freedom 5. If there was truly a 3 day window to review this application then why is the letter stating my loan has been cancelled dated XX/XX/XXXX ( TWO days later ) 6. She also stated that because it was on a weekend that the deadline hit that there was nothing she could do. MY CONCERNS : 1. My credit was hit 2. I have zero to show for it and a truly negative experience with a company I am in good standing with 3. She is obviously quickly selling loans and not positive financial experiences. Churn and burn sounds like the strategy - which leads to mistakes and people being taken advantage of. 4. There is nothing but smoke and mirrors with this entire process by Freedom Mortgage 's rep. Hopefully this is not the overall strategy and this is only an error by one rep. While there is likely nothing to be done to rectify the impacts of this shady sales experience my hopes is that others can learn and perhaps additional measures can be implemented to ensure proper practices. This likely falls under Reg Z.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30066
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to Covid we were late on our mortgage payments. We have since been on time for 12 months and the last 60 day late should of dropped off this month and has not and is hurting us from getting a new mortgage. We did our part and not sure why the mortgage company is not reflecting this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 48433
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was transferred to Freedom recently. On XX/XX/XXXX, I wanted to make a payment for half the XXXX amountdue. I was going to make the rest the week after. However, when I made the XXXX dollar payment on the website, it went to principal only, which was not what I intended. On XX/XX/XXXX, when I logged on to make the remaining payment, I realized what had happened. I knew it had been applied to principal because it was still showing the full amount due. I called Freedom and they said they could process a refund after 10 days, so call back on the XXXX, because that would be the 10th day. ( Call 1 ) XX/XX/XXXX, I called and was told by a man that I would receive the refund in 24-48 hours. ( Call 2 ) XX/XX/XXXX, it had been 48 hoursand I had not received the refund. I called and spoke to a woman. She said I did not receive the refund because I had not provided my bank account information. Why didn't the man ask me for it on the phone? I gave my bank account info anywayand remained polite and respectful. He made a mistake, no big deal. I was told my refund would arrive in 24 hours. ( Call 3 ) XX/XX/XXXX, I called and spoke to XXXX who told me I hadn't received my refund because I hadn't given proof of the transaction leaving my account. Then she said, I see that it was more than 10 days ago, so you won't need proof. I asked what I should do, and she said she didn't know. I asked to speak to a supervisor. I spoke with XXXX and she told me the same thing. She told me she would work with the dept who processes the refunds and tell them to put it through. She assured me I would have the money in 24 hours maybe the day after. She told me I did NOT need to send proof. She told me my refund would arrive Friday or Saturday, which was 1-2 days from then. I thought it was finally figured out because she was so reassuring on the phone. ( Call 4 ) XX/XX/XXXX, I called and spoke to a man who again requested proof, then again said I do NOT need to send proof because it had been over 10 days. I did not send proof because I was told not to ( twice ) ( Call 5 ) XX/XX/XXXX, I received a vm from XXXX but I was at work so I called back. I called twice. Once I spoke to a woman and she said I needed to provide proof. I explained what had been happening and requested to speak to XXXX. No one could find XXXX. I did not have her badge number, that was not their fault. XXXX took a message for her. I asked for a call back in about 40 minutes because I was going into a doctor 's appointment. ( Call 6 ) The second call on XX/XX/XXXX, I was informed XXXX was out of the office that day, and I explained the situation again and asked to speak to a different supervisor. I spoke to XXXX XXXX. He said when they told me I did not need to provide proof, that was misinformation. Every time they send the request to the dept that processes refunds, they reject it because there was no proof that the XXXX was deducted from my account. Then, I am told repeatedly by customer service, even a manager, that since it has already been 10 days ( much longer at this point ) I should NOT need to provide proof. I sent proof to XXXX and he confirmed he received the email. He said he worked 11-8 the following day and would check on it as soon as he got in, and throughout the day. He said the refund processing usually takes 24 hours. ( Call 7 ) At this point I had made at least 7 calls and spoken to I think 9 different people, including 2 managers or supervisors. It has been 3 weeks or about 21 days since I made the 700 dollar payment and I have received no refund as promised multiple times. When I call, I am told something different every time. I have not heard from XXXX. XX/XX/XXXX, after almost 24 hours, I emailed him again asking for an update. Today is XX/XX/XXXX and I emailed him again this morning. I would like this issue escalated further. First, I would like a written promise date for my refund to be released to the bank. Then, I would like to find out why I was given misinformation so many times. They even gave me 2 different amounts that I needed to provide proof for. I would like a written promise date, a reason for everything that has happened, and I would like my refund by the end of the day Friday, XX/XX/XXXX. I have also written to Consumer Affairs, the XXXX and the Attorney General. Thank you, XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2021-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I applied for a refinance of my home mortgage loan with Freedom Mortgage. They currently hold my loan so I am not a new customer and they contacted me offering a lower rate and to pay many of the related closing costs. Since that time, I have submitted every piece of documentation they have requested NUMEROUS TIMES. Often, I do not hear from anyone for extended periods of time. Each time I complete the submission, I am later told they do not have the information. Much of this is PERSONAL FINANCIAL INFORMATION that NO ONE in the company seems to be able to locate!!! On more than one occasion I have submitted files to and from secure sites and been acknowledged of their receipt by Freedom Mortgage - only to later be told they do not have the information. I have even been told they need something that they have never actually requested! Or, asked for statements that were not available at the time I submitted those they requested. My complaint here is to address their clear mishandling of such information as well as their complete lack of customer service. My so-called advocate is a very rude man. My loan officer and managers have been completely unresponsive to calls and emails. There is seemingly NO WAY to reach anyone in the review department or anyone higher than the advocate to find out the status of the application. My so-called advocate XXXX XXXX, has denied receipt of secure emails sent to him by my financial broker. He has had secure emails in his inbox that he simply did not want to take the time to open and upload. So where are they? I have not been able to access my customer portal for weeks to even be able to review my rate and closing costs. Repeated requests for this information were ignored. I apparently can not attach recent emails to and from the company but am happy to provide CFPB more details if necessary. There are literally HUNDREDS of customer reviews online that say the exact same thing about being unable to close on a re-fi for months, reports of completely unresponsive company representatives and repeated requests for documentation already provided. My damage? I have wasted THREE MONTHS trying to move this application to closing. Mortgage rates have now INCREASED SIGNIFICANTLY so I am not going to benefit nearly as much by refinancing. This company should be investigated for their mishandling of consumer applications as well as mishandling of sensitive personal and financial documents. NO ONE should go through this only to end up NOwhere. There is no indication of ever getting to closing with this company. My loan was originally scheduled to close on XX/XX/XXXX. They are now requesting even MORE documents as if completely starting over. I realize things are time-sensitive but the only reason - the ONLY REASON - this is an issue is their lack of professionalism and internal communication to be able to effectively process a loan application.
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: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My mortgage servicing was transferred XX/XX/2020 to Freedom Mortgage. On XX/XX/XXXX, I was contacted by my current new servicer about an FHA streamline refinance. I explained to the loan officer I was actually interested in a Conventional mortgage loan, I got a call from them the following day and began the process. I was in touch with my loan officer that day and the day after submitting all supporting documents. I submitted absolutely every document necessary. Days and weeks went by and no response from the loan officer. I called, I left voice messages, I also sent emails all to which I received absolutely no response. The appraiser contacts me, comes out, and I even get the appraisal report. Eventually, two months after submitting my application, I get a clear to close. I reach out again. Time after time and to a few different people. Someone finally calls my back but isnt a licensed loan officer, therefore he can not speak with me regarding other options. I express how frustrating it has been to not heard from my loan officer for over two months because I have questions regarding the loans and express I may need to cancel due to the lack of communication. A call from the loan officer is promised. The loan officer still doesnt call. I reach out again, days and time after time. I finally get a hold of someone, again I express how frustrating the process has been and ask to be transferred to another loan officer. I am promised a call back. The following day, I receive a notice of cancelation via email. The processor working on my file, canceled my application without absolutely no consent. I tried calling and no response. I try to escalate the issue and I cant seem to be able to speak to management about the application that was unlawfully canceled on my behalf that I gave absolutely no consent on. I get a new loan officer to call me this person is wanting to start the process all over again. He is also now offering me a much larger interest rate than what I had locked. I struggled for months trying to get a hold of my originator. Then, the unlawfully cancel my application without my consent to offer me a much larger rate. I feel violated and scammed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I closed on a VA streamline refinance at my home with a notary. I was contacted by the closing company, XXXX XXXX, on XX/XX/XXXX to inform me they had lost the closing package in their office. They instructed me to contact Freedom Mortgage for information about how the error would be resolved. When I contacted Freedom Mortgage on XX/XX/XXXX they confirmed that they were aware of the issue, but it was unprecedented, and it would take some time to resolve. At this time they confirmed my original mortgage had been paid off. No time frame was provided for resolution. No communication was received from Freedom Mortgage the following week. Saturday, XX/XX/XXXX my wife logged into our online portal. It showed our original mortgage had been re-instated, a payment was due, and late fees had been applied. The Freedom Mortgage escalation team was able to remove the late fees, but unable to confirm if a payment would need to be made. They assured me I would hear from someone on Monday to clarify and provide additional information. I received a call Monday from a Freedom Mortgage representative, who agreed to call me back at XXXX. I did not receive another call that day. I sent an email to the XXXX of Freedom Mortgage that night to ensure he was aware of the unprecedented situation and request his oversight to ensure a swift smooth resolution. I received no communication from Freedom Mortgage on XX/XX/XXXX. I called Freedom Mortgage on XX/XX/XXXX. I spoke with a member of the escalations team who assured me I would hear back from the person taking care of the issue by the end of the day. I had not heard back by XXXX, so I called back and was put in touch with XXXX XXXX the exception handling- team lead assigned to my issue. She informed me that a request had been submitted to take care of the mortgage payment in question, but had little information to offer on the process moving forward. I have not received any documentation of the error, nor have I been provided any clarification or transparency as to how this issue is being resolved other than I will need to close again. I have not received documentation of the loan payment they claim they made on XX/XX/XXXX. It is unclear if they are asking me to close on the same loan, or a new loan. They have scheduled me to close again on XX/XX/XXXX. I have asked on several occasions for documentation of this unusual situation for my records. To date Freedom Mortgage has only provided a letter from XXXX XXXX stating that the closing had to be canceled with no mention of why. I asked for the reason of the cancellation of the closing to be included. I was informed this morning by XXXX XXXX at Freedom Mortgage that XXXX XXXX would not provide another statement. Upon contacting Mortgage XXXX, they confirmed they are in fact in the process of drafting the requested letter. They did not provide a time frame the documentation would be available. It would appear this error has been mishandled in many ways. Any oversight your organization can provide in this unusual situation would be appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I applied for refinance from Freedom mortgage. We signed all the paper work and closing on XX/XX/2021. According to the closing document my first payment of {$1400.00} will be due XX/XX/XXXX. About 3 weeks into closing, freedom mortgage called to say the bank could not finance the deal so we have to pay the old mortgage amount of {$1600.00} for XXXX while refinance is redone. This was communicated over the phone whiles most other previous info was via email. I tried reaching out to my loan originator XXXX XXXX XXXX several times though calls and leaving message in his voice mail but no response. Why will the bank not pay? Why am I been called upon to pay XXXX mortgage via phone? Why my loan originator not communicating with me? why with such an important info, Freedom mortgage decided to communicate via phone ( which is ok ) but not official through email for my records?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21702
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A