Date Received: 2021-03-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I currently have a mortgage with Freedom mortgage company at 4 3/8 % I applied for a new 30year loan at 2.50 % which would save me $ 500 monthly ( I'm XXXX and retired ) in 8 years with them i have never missed a payment or a property tax payment, credit rating over XXXX. I currently receive income of {$2100.00} social security, {$1000.00} ira withdrawal, {$1000.00} farm income, {$110.00} ira check. A new mortgage payment would be {$900.00} and I have taken advantage of deferring my property taxes because of my age. I dont have a car payment. Freedom says I dont qualify to refinance, I definitely feel like they are discriminating due to my age. They have do far refused to give me anything in writing as to why they have turned me down. I definitely need your help to stop this practice of age discrimination. Please reach out to Freedom and demand reversal of this discrimination policy
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76092
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Good evening, I am currently serving in the military and we closed on our primary residence with Freedom Mortgage in XXXX of XXXX. Our home needed to be renovated so I visited the house to do work a few days a week for a couple of months but the weather delayed us. I set up auto-draft via Freedom Mortgage 's website for bi-weekly payments ( to increase the number of annual payments made ). Our total mortgage amount is {$1700.00}. I was notified in XXXX via snail mail my payment was reversed and I contacted customer service immediately. I was told my bank account information was incorrect. I verified the information with the representative because the stored bank information was indeed incorrect. With the rep on the phone with me, I corrected and saved the updated bank information, confirmed with them and stored it via the " mywallet '' option. I paid the account up to date and then paid XXXX in advance on XX/XX/XXXX because I was told the system wouldn't draft fast enough to guarantee it would clear in time. I was insured my credit would not be affected since I paid everything up to date. In XXXX, my account was auto-drafted for the 1st payment and I assumed things were back on track. Early this month, XXXX, I went to work on our home and checked my account to find XXXX 's mid-month payment had not been drafted. I immediately contacted customer service again and was told my bank information was incorrect. I disputed this claim because the bank information in " mywallet '' was correct and used to make the previous payment. I cancelled the auto-draft option and using the same exact " mywallet '' information, made a one-time payment using their system. The payment went through and has since cleared my bank ( XXXX XXXX XXXX XXXX ). In addition, I reached out to Freedom Mortgage through their message center asking for someone to please reach out to me to address the issue via phone and only received an electronic response stating my bank information was incorrect. I was notified this week via XXXX XXXX my credit score dropped >110 points due to a late payment inputted by Freedom Mortgage. Last night, XXXX XX/XX/XXXX, I reached out to a rep but was told no supervisors were available. I submitted a summary and screenshots to their message center again. Today, XXXX XX/XX/XXXX, I contacted customer service again and was told I had to submit a message and 10 days later someone would reach out to me to assist. I demanded a supervisor immediately and was connected with XXXXXXXX XXXX XXXX or XXXX ( I can't recall ). XXXX stated she would contact me within 24hrs with an update after she reviewed and investigated the matter. She contacted me the same afternoon, prior to a XXXX call I had to be on. It's difficult to take personal calls but a co-worker cover down for me to step out. She provided the information as the reps and stated I'd made all payments using the one-time payment option and incorrectly updated my auto-draft information. I insisted she was incorrect because I have documentation showing the XXXX payment of {$870.00} was drafted the 1st week of XXXX. Why would I only pay half if that was the case? She stated if I still had a problem to go through their customer care department and electronically file a dispute. Ten days later, I can expect a response. I was told the 30 day notice on my credit report was for XXXX but now I'm worried I will be pegged for XXXX as well. The amount owed currently up to date. My next payment is due XXXX XXXX and I now have an alert via my cell to pay it, using the same stored information. Keep in mind, I'm being charged late fees all long but my primary concern is my credit score. I find their response and unwillingness to admit any fault on their part unacceptable. I can accept I should have verified the drafts each month but I have positive experiences with my other lenders. Due to our operations tempo, it's convenient to set and forget, knowing your bills are automatically paid. I have spent the better part of 21 years of my time serving in the XXXX to upkeep my credit. I have XXXX mortgages with different lenders for other properties and have never missed a payment using auto-draft. Only with Freedom Mortgage have I gone through this and received no support as a customer. Negative information immediately went on my credit report knowing I have reached out for assistance concerning the auto-draft issue. When I noticed the discrepancy, I paid the mortgage current and in full. I would never jeopardize my credit because it gives me a chance to compete for investment opportunities and upon retirement for many job opportunities that will require excellent credit. Why would I risk everything now and with my primary residence? I am currently in the process of refinancing a separate property and am now stressed the deal may fall through because of this. I apologize for the length of my statement but I hope you can assist and understand my frustration. I want to pay my bills on time ; I just wish their scripted customer service and system were truly customer focused and humane under the current state of things. Any assistance or direction you can provide would be greatly appreciated. These are unchartered waters for me. What options do I have? Thank you for your time!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19038
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have been trying to work with my lender for several months now and still no luck in getting any help. I have sent their document request for proof of hardship over 4 times to their email they provided for documents and all of sudden they are not getting anything. My XXXX XXXX has been calling them every 4-5 days trying to confirm they received but no luck. ( XXXX ) I have been denied over 3 times now because they said they never got a complete packet and all because they continue to misplace my documents. I am just looking to save my home and hope this will get clear this whole run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21740
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: While processing a refinance mortgage with Freedom Mortgage on multiple occasions they provided inaccurate paperwork and broke the terms of the closing documents. First, after requesting a mortgage without an impound/escrow account, Freedom Mortgage sent a set of summary disclosure forms with an impound/escrow account included. We refused to sign and Freedom Mortgage eventually sent a set without the impound account, which we sign and should be on file. Later Freedom Mortgage sent closing documents with the impound/escrow included, against our will. Weve spoken with representatives with Freedom Mortgage, filed a complaint on their messaging service, indicated we wished to cancel the refinance and have forwarded emails as requested. Its been XXXXour weeks and we have not received a reply or follow-up from Freedom Mortgage. In fact, per the closing documents the first payment wasnt due until XX/XX/2021, but regardless of our request to cancel the refinance, Freedom Mortgage closed our previous mortgage and deducted a payment on XX/XX/2021. In fact the only communication we have received from Freedom Mortgage was the result of a previous complaint we filed with your agency and in that response Freedom Mortgage failed to mention that they had not addressed our main complaint or broke the terms of the closing documents by processing a payment before XX/XX/2021. Instead, Freedom Mortgage only offered to refund a portion of the pre-payment fees they charged for including the impound/escrow account against our will. We have been very unhappy with the service provided by Freedom Mortgage and would prefer to work with a different company. If that is not an option, we would prefer that our refinance be processed as originally requested and that we receive a full refund of the $ 9000+ pre-payment fees ( impound/escrow ) that Freedom Mortgage included in the mortgage against our will.
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: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Nature of Complaint : Freedom Mortgage Senior Loan Officer offered me a refinance rate of 2.75 % and promised to lock it in on XX/XX/XXXX. On XX/XX/XXXX, just before scheduled closing week, I learned that he never locked the rate in. Current rates increased and our cost to refinance also increased significantly. Freedom Mortgage promised to honor the original offered made and then 12 hours later decided that they were not going to honor their offer / commitment. Specific Details of entire experience : On XX/XX/2021 I contacted XXXX XXXX, senior loan officer from Freedom Mortgage. I indicated that our family was interested in refinancing our current home mortgage. XXXX communicated an offer interest rate of 2.75 % and indicated that he would lock the rate in for us. On XX/XX/XXXX, XXXX mentioned that, as a result of our credit scores, he would need to charge us a XXXX pt. fee in order to offer the 2.75 % interest rate. We decided and communicated with XXXX that we would still like to move forward with the loan. On XX/XX/XXXX, we exchanged some information pertaining to the loan and learned that we would close on the loan mid to end of XX/XX/2021. Two weeks past and I did not hear anything from XXXX or Freedom Mortgage. I sent a text message on XX/XX/XXXX checking in to see if our refinance is still going according to schedule. XXXX replied saying yes, everything is on track and our projected close date is the week of XX/XX/XXXX. Two more weeks pass and I do not hear anything. I follow up again on XX/XX/XXXX to make sure that we are still on track for closing the week of XX/XX/XXXX. That week goes by and never hear confirmation from XXXX. I contact his Supervisor XXXX XXXX on XX/XX/XXXX to try and find out why XXXX will not respond to me. I spoke with XXXX XXXX over the phone XXXX XX/XX/XXXX ) and explained my circumstance with him. I indicated that I was concerned the XXXX was not getting back to me regarding the status of our refinance. XXXX mentioned that my entire loan experience working with XXXX does not seem normal and he would look into it. I asked if he could give me an update by the end of the business day ; he said he " definitely '' would. The entire day passed and I followed up with XXXX at XXXX. He said that I would hear from XXXX that evening. No call came, so at XXXXXXXX I followed up with XXXX via text message and I asked him when he would be calling. He replied back " tomorrow morning after I submit your rate lock .... ''. I immediately called XXXX XXXX to find out what in the world was going on. XXXX XXXX told me XXXX on the evening of XX/XX/XXXX XXXX that XXXX never locked my interest rate in as promised on XX/XX/XXXX. He said the rates have since gone up but he will honor the rate that XXXX and I agreed to. I asked him if he could waive the points and he said " no, because the loan will now cost more and Freedom Mortgage can't cover the entire cost ''. Since my back was against the wall and I did not have any other options, I reluctantly agreed although felt that Freedom Mortgage should pay whatever additional fees there are ; I should not have to pay any penalties. XXXX promised that he would keep a close eye on my loan moving forward and I would not be disappointed. The next morning XXXX XX/XX/XXXX XXXX I never received a call from either XXXX or XXXX. Instead I received an email at XXXXXXXX from XXXX outlining my only two options - both of which were not consistent with what XXXX and I discussed over the phone the night before. I was upset that XXXX was not honoring his commitment to me and discussed it again over the phone with him. He said that, after further consideration, he is not able to honor XXXX 's commitment to me. After the conversation, I texted XXXX that I'd like to discuss his XXXX email 's second option. I wanted to confirm that it included the cash out of our equity. Several hours later at XXXX, XXXX emailed me that option 2 is no longer available and he outlined a " new '' option 2. It was at this point that I decided to not have any further communication with XXXX XXXX and / or XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95618
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage Corporation ( FMC ). As of the mortgage statement dated XX/XX/2021, I had an amount under Partial Payment Unapplied of {$2500.00}. ( This amount also appeared on previous statements. ) A full payment totals {$2500.00}. Freedom Mortgage holds partial payments " in one or more separate suspense accounts. Once we receive funds equal to a full monthly payment, we will apply those funds to your mortgage. '' ( quoting from the statement ). On XX/XX/2021, I sent FMC {$4.00}, which, combined with the unapplied partial payment, would total {$2500.00}. That would cover the amount due XX/XX/2021 of {$2500.00}. I later called FMC on XX/XX/2021, after my bank confirmed that the {$4.00} had been paid and spoke with a FMC representative, who confirmed that the combined amount would cover the payment due XX/XX/2021. FMC, as of their statement dated XX/XX/2021, has not recognized any money paid towards the amount due XX/XX/XXXX. The Partial Payment Unapplied of {$2500.00} has simply disappeared. They have taken my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21208
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage, who handles our loan failed to make our property taxes on time. The property taxes for our home are due by XX/XX/XXXX. Contact was made to our mortgage company several times as we were concerned our taxes were not paid due to late notices and payment delinquent notices received. As of XX/XX/XXXX after contacting our local tax property tax department, no money has been received and as of this date our taxes are still delinquent. We have until XX/XX/XXXX to pay these taxes and if not paid our home will at a point be sold or advertised to be sold ( this information was told to me by the local authorities for unpaid taxes ). This is a very stressful time as we were under the impression this company was taking care of our property taxes. After contacting Freedom Mortgage about our concern, we were told that the payment was made on XX/XX/XXXX, nearly 2 months late. As of now, no payment has been received and we will be left to pay the balance to avoid any tax lien. We do have an escrow account and have it set up for our home owners insurance and property taxes to be paid by the mortgage company. I recently checked my statement and account and it does state that taxes were taken from our escrow account on XX/XX/XXXX. Why were they not taken out of escrow and paid in XXXX of XXXX, when they are due? How long are we supposed to wait for this check to be received? What if it does not get there, or is lost? We are on a time line of days as of now and unfortunately we are left to pay the balance or possible lose our home. Another concern we have is our home owners insurance. Will this be paid on time? Do we have to worry about our taxes not being paid at the end of this year and further years?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Freedom Mortgage acquired our mortgage for XXXX XXXX. XX/XX/XXXX our mortgage payment increased by {$110.00} to cover a shortage in the escrow. Freedom Mortgage would not provide a reason, and referred us to the insurance company. The insurance company said it was 'inflation '. We revisited this question with Freedom Mortgage and we were told that our property taxes had doubled. Upon contacting the local tax office, that was not the case. We were told that we have only have to pay {$110.00} for 6 months to cover the shortfall. We should have had an excess balance in escrow, we did not. In XX/XX/XXXX, XXXX XXXX raised our insurance policy by {$700.00}. We changed our insurance to XXXX starting XX/XX/XXXX. By this time, FM had already paid the yearly insurance payment to XXXX. XXXX sent a check to us in XX/XX/XXXX. We paid FM that {$1900.00} to cover the new insurance payment to XXXX as they had already invoiced FM. FM did not pay XXXX until XXXX of XXXX. In XXXX, FM has increased our mortgage payment by another {$180.00} stating that we were short on escrow again. Upon further examination on the FM website the {$1900.00} was credited to our account, however the paper statements do not show that deposit. Presently, FM has requested that we prove to them that we paid them the {$1900.00} in XXXX of XXXX, even though their online system shows that they have received it. Our mortgage has increased by {$300.00} in 3 years. I have filed a complaint with the XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX of Freedom Mortgage reached out to me to do a XXXX XXXX. I told her of my experience and she stated it would be different this time. After looking over the paperwork I decided to go ahead and go through with the refinance. I had went through an experience with them last year in regards to adding my spouse to the title work. The same issue arose and they told me that they could not add her. I had to resend everything again to have them add her knowing that they could and it would be easier to do it during this process. I went to scheduled on XX/XX/XXXX and they could not accommodate my request when I told them that I could not close on the date provided. The scheduling department kept trying to explain the process and would not let me pick my own notary since they could not accommodate my request which should be my right as the consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85224
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Back in XX/XX/XXXX, XXXX XXXX offerred me a stream line rate reduction on my existing loan. Before we proceeded I asked if the same process XX/XX/XXXX streamline rate reduction can be achieved. He assured me yes, and that XXXX mortgage will also pay all the cost. I have spoken to XXXX XXXX, the liason, about the process, and everytime we spoke I communicated with him the purpose of this loan. But his response was, we will review all the numbers at the end. But no one has told me that I have a cost to pay. I mentioned to both XXXX and XXXX that the last time I had rate reduction back in XXXX of XXXX I paid taxes and insurance only and skipped a payment, and the process was easy, non-stressful, and went smoothly. On XX/XX/XXXX, I got a call from the closing department to schedule signing date. If there is any amount on closing date. The scheduler said, no. I asked are you sure, he said, no amount on closing because your loan has been paid. The signing was set up for XX/XX/XXXX. At signing date I was shocked to see the closing disclosure amount I was asked to pay for {$2200.00} which was never reviewed with me. I never recieved the closing disclosure prior to review. Freedom mortage demanded that I pay home insurance for 12 months and property taxes for 6 months ( see attachments ). Not only this was never disclosed, but my insurance and taxes are already impounded that I pay monthly. This has created an extreme emotional distress and confusion. I communicated with XXXX XXXX and XXXX XXXX and XXXX to fix this problem The second re-draw was attempted. This time Freedom Mortgage demanded me to pay XXXX premium for 12 months and home owners insurance for 2 months, and taxes for 2 months. Both taxes and insurance are impounded that I pay every month. I told XXXX XXXX that this is not right. They are asking me to pay the 12 months insurance premium, 2 months insurance and taxes, demanding me to pay {$1800.00} and some dollars ( see attachments ), and add insurance into my monthly payment. No one has seemed to have the answers and I am being lied to. Not only they failed to comply in disclosing and explaining the cost, but they also put me through emotional distress. They are not being honest with the numbers with me. When I first spoke to XXXX on XX/XX/XXXX, he told me he will investigate if the insurance premium has been paid outside of escrow or if not, because he was not even sure why I was charged to pay homeinsurance premium for 12 months, and why I am also required to pay two months worth of home owners insurance. When I spoke to him again XX/XX/XXXX, he did not seem to remember about the case and what we spoke about and the invistigation that he promised to do, instead he said there is nothing we can do about it. He verified that there is really no benefit of me doing this refi, but all along I was told that the cost will be covered by Freedom Mortage and the same process XXXX of XXXX, will be achieved. When I have spoken to XXXX, she said that there has not been any change in doing a streamline rate reduction process. This entire process has resulted to nothing. My opportunities to obtain a rate reduction refi, a much lower rate was hindered due to their inadequacy, non-compliance, and dishonesty. I felt as I was left in dark and cornered so I could give in. I was not given a solution nor they did not come up with a fair solution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92201
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A