Date Received: 2021-02-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was asked to submit documents and was assigned a Customer Advocate. I mailed the documents, made several calls, talked to several but could never reach the Advocate nor anyone in the company reach any advocate that could answer my queries. I was initially told that since this is to refinance within the same company, this would be very easy. After spending much time, I received an email to again send the documents. I again did but it seems there is no one to receive the documents or anyone who could explain what going on. Instead, I am asked to sign a disclaimer that if I did not submit the documents by a specific date, the loan company will not be able to refinance and stop the application. The person whom I could talk to tried to get in touch with the team or the team leader who is handling my loan but there is no response. Despite having no response, I am told that this can not be refinanced.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2021-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I was contacted by Freedom Mortgage by XXXX XXXX XXXX NMLS XXXX on XX/XX/2021. XXXX provided me an email stating I would have {$0.00} cash to close prior to me completing my initial disclosures. On XX/XX/2021 @ XXXX PST, XXXX called and stated we are " Clear to Close '' and not to make the XXXX payment as we will be going to docs right away. When I requested the CD, XXXX stated I will now need to bring {$1200.00} cash to close to which I explained this was not acceptable. XXXX came back a couple days later stating there are no other options as I don't qualify for other programs to now have {$0.00} cash to close ( Mind you he sent in writing that it will be {$0.00} cash to close and my initial disclosures reflected the same ). I emailed the escalations department a copy of the email from the XXXX with Freedom Mortgage and they explained this was being looked into. It is now the XXXX and I have had to call in daily to see what's going on with my file as I am told, " Its being reviewed and escalated ''. Today Freedom Mortgage calls and tells me they let my pay off expire back on the XXXX and I would need to come in with {$580.00} cash to close because they did not order an updated pay off and they can not pad the closing. I again explained this was an error on freedom mortgage and I do not agree to these terms. My XXXX is telling me if I don't come up with this my loan will most likely not fund this month and I will need to pay the mortgage payment that I am not being charged a late fee on because I was told NOT to pay this month. XXXX told me this is not his Freedom Mortgages fault and claims he never said to not pay yet the conversation was recorded XX/XX/2021 @ XXXX PST. This is the second refinance I have done with Freedom Mortgage where they stated in writing {$0.00} cash to close and at the signing try and charge me in an attempt to strong arm me into paying. I am not sure if this is due to being a minority or what but this is not an acceptable way to conduct business!!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2021-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
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: In response to my last dispute about dinging my credit when refinancing. Yes XXXX did email me XX/XX/XXXX, but lets start from the beginning. I was told XX/XX/XXXX over the phone by XXXX XXXX not to make my next mortgage payment. I then also reached out to him XX/XX/XXXX via email if I need to pay or not with no response. After all of this then all a sudden XXXX came into the picture and never heard from XXXX again. I have sent emails and called XXXX and XXXX multiple times after the fact and once again no response. I will now attach emails I've sent and if needed more then happy to show you my call log next. When XXXX said to make the payment XX/XX/XXXX I reached out to her to clarify XX/XX/XXXX via email on what I was told initially. Like I said before I was more than happy to make that payment. Problem is why I couldn't get answers from whom I was working with and trusted at the time. Yes you may have been busy but like I said before as a customer not in your line of work I looked for help. The fact that I just emailed and called multiple times questioning if I should pay XXXX and no response and clarity is sad that you dinged my credit. Freedom Mortgage also did an escrow refund, and waived all late fees. Please sell attached in attachments. Thank you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had a home loan with Freedom Mortgage. We sold the house and it closed on XX/XX/XXXX. Freedom Mortgage has not returned our escrow money to us yet. It is over {$3000.00}. I have spoke with several people at the company and am promised each time that it will be sent the next day. It is now XX/XX/XXXX and I have not seen this money. This experience with them is just one more bad experience with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98292
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: For the Past 4 years I have been trying to resolve a credit reporting issue with " Freedom Mortgage '' Freedom Mortgage has inaccurately evaluated my credit score and has reported 3 consecutive late payments from XXXX 2017, however that was not the case an i did in-fact pay these payments as well as every other payment before and after this time. Freedom mortgage made multiple mistakes on there behalf which they continue to deny and as a result i have recieved negative remarks to my credit, Freedom Mortgage 's company structure is so compartmentalized that it is impossible to speak with a representative that can fully understand/oversee the problem, making a complex issue like mine impossible to resolve because it requires knowledge from different departments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11757
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my home XX/XX/XXXX. At that time my homeowners insurance was paid in full to XXXX XXXX XXXX XXXX. Co. for the year. So my mortgage payment for the year was {$2200.00}. In XXXX/XXXX I get a letter from Freedom Mortgage that my payment needed to increase to {$2400.00} due to lack of funds in escrow. Which seemed off to me at the time but ... The letter stated these payments needed to start in XXXX. So, I made my payment for XX/XX/XXXX in the amount of {$2500.00} to cover escrow and add a bit to principal. Late XXXX I get a letter from XXXX that my homeowners insurance was never paid by Freedom Mortgage Co.??? So of course I call Freedom Mortgage Co. and get a recording saying that my insurance is XXXX XXXX XXXX. Co and my payment is almost triple the price for an exorbitant amount of coverage. Come to find out that someone at Freedom Mortgage Co. applied the wrong insurance company with a wrong amount to an account that was paid up for the entire year! How does that even happen? So, I finally get someone to actually speak with and tell them they have the wrong info and it needs to be paid immediately. The payment to my insurance company was made. Ok so that leaves us with the overpayment of funds. So payments as follows, which should have occurred! XXXX XXXX payment of {$2500.00} was made, my payment was supposed to be {$2200.00} Which would leave {$230.00} To go towards principal. XX/XX/XXXX Payment of {$2500.00} was made, my payment was supposed to be {$2200.00} Which would leave {$230.00} to go towards principal I have made 3 addition phone calls to Freedom mortgage and they can't seem to figure it out. I made them do an escrow evaluation and they came back with {$2200.00} for XXXX. So I paid {$2500.00} for XXXX which leaves {$230.00} going toward principal. Thats a total of {$700.00} Which should have been applied to the principal on my loan? Which also would effect the interest amount applied. I have tried communicating this to Freedom Mortgage Co. and seem to get nowhere!!!! I am awaiting a phone response since XX/XX/XXXX and have not heard one thing! I need this taken care of ASAP. Thank you, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07728
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX my wife and I applied for a FHA XXXX refinance. This process normally takes no more than 60 days however we have still not been able to close due to Freedom Mortgage 's negligence in providing accurate closing documents. Freedom Mortgage has sent a closing agent out 3 times. The first time was in XXXX, XXXX, and with the last time as early as yesterday XX/XX/XXXX. The error in question is the failure to have the accurate balance reflected on the subordination agreement and note. We have reached out to several managers as well as the CEO and other executives of Freedom Mortgage and not one executive officer has responded to our concerns. Beginning to think there is XXXX discrimination when you look at the processing time of this simple loan XXXX no credit / no appraisal ) for XXXX borrowers versus XXXX American borrowers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Refinanced home loan. Was told that we were getting a escrow refund and it was going to go towards XX/XX/XXXX mortgage payment. We normally have it auto paid. XX/XX/XXXX the slate fee was attached of just under XXXX dollars. We called and emailed and by XX/XX/XXXX the fee was reversed. XX/XX/XXXX payment auto payed and loan was closed and paid in full. New loan Mortgage statement recvd. Statement date XX/XX/XXXX with a due date of XX/XX/XXXX. We were told there credit bureau would be notified immediately of the mistake and it has not been removed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Earlier in XXXX, we processed a refiance due to lower interest rates with our mortgage holder, XXXX XXXX. Later that year, we received word that our mortgage had been sold to Freedom Mortgage ( NMLS # XXXX ), without our consent. After a few weeks of no information or contact from Freedom Mortgage, we reached out for information about how to make our first payment and to establish our online account. Their representative stated that their lack of communication, after acquiring our loan, was normal and that we would be covered by law if they did not receive a payment within 60-days. After all of the issues we have had with Freedom Mortgage, I now believe that this was an effort to make us delinquent on our mortgage. For weeks we received no information, specifically, any account information. Eventually, after additional phones and requests we received our account information and established our regular payments. Later, too our mistake, we attempted a refiance with Freedom Mortgage for a reduced interest rate, nothing more. We simply requested an extension of our terms, at a lower interest, and no escrow/impound account as in our previous loan. However on multiple occasions, we requested no impound account per our previous mortgage. On multiple occasions, Freedom Mortgage inserted an impound account, in to the process, regardless of our requests to not have an impound account. We even refused to sign the initial summary closing documents until Freedom Mortgage updated the documents without an escrow/impound account. However, Freedom Mortgage included an escrow/impound account into our loan regardless. On XX/XX/XXXX, a notary arrived for us to sign the final closing documents. When we noticed that the impound account was included again, we initially refused to sign any of the documents. However, the notary pleaded for us to sign the documents and explained that this was not unusual and that Freedom Mortgage would send corrected documents to replace the incorrect documents. On XX/XX/XXXX, ( XXXX PDT ) we contacted Freedom Mortgage ( on a recorded line ) and explained the issue, their representative assured us that she would make a note and that the corrected closing documents would be sent out to us to sign as soon as possible. On XXXX ( XXXX PDT ) we contacted a representative in XXXX Mortgages closing department ( on a recorded line ) and she verified that the account had been flagged and she stated, it would not move forward until the new closing documents were sent out and signed. I specifically stated that we wished to cancel the refiance and start over if the impound account was not removed. After no contact for several days, I checked our mortgage account on XXXX to ensure that the XXXX payment was processed from our old mortgage and I was very surprised and disappointed to see that the new mortgage was in place, with the escrow account included. I contacted a representative from Freedom Mortgages closing department and she indicated she would send an email to have this issue addressed in an expedited manner. It has been a couple of weeks since Freedom Mortgage included an escrow/impound account into our new mortgage, against our will. We have reached out via phone and sent messages via Freedom Mortgages online messaging service. Additionally, we tried to make an in-person appointment to speak with a Freedom Mortgage representative. To date, Freedom Mortgage has not returned any of our phone calls nor responded via they online portal and refused to schedule an in-person appointment.
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: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I called Freedom Mortgage at XXXX for what in the past has been a simple payoff request which previous mortgage holders & financial institutions have been able to answer during a single call. The experience with Freedom Mortgage was an extreme outlier in comparison. In summary, it required 11 phone calls & several hours of being on hold, being transferred, being disconnected after being on hold for long periods, and conversations with numerous Customer Care Specialists, Supervisors, & Servicing Dept. employees who always stated that they were following procedures and this is the only way Freedom Mortgage can handle this request as well as we are not responsible for our errors. The first person I spoke to was XXXX at XXXX on XXXX XXXX for payoff on XXXX XXXX. She informed me that the only way I could receive a payoff was to request it by phone and that I would receive an email ( to the only email address which Freedom Mortgage has on file for my account ) 3 days later on XXXX XXXX with the payoff amount & wire instructions and the per diem rate is {$45.00}. If I paid later than XXXX XXXX then all I would have to do is add the amount for additional days. I did not receive an email from Freedom Mortgage on the XXXX so on XXXX XXXX I called the number again & was connected with XXXX ( sp? ). She said according to the records an email was sent to me. I told her that I never received it but I have received all the junk emails which Freedom Mortgage had sent out in the last few days and that they must have sent it to another email address instead of the single correct address on file with them. She said she would expedite the request to resend the email and first told me it would be resent to me on Saturday, XXXX XXXX. She then put me on hold to do the expedite ; when she came back on the line told me it would be sent the morning of Mon. XXXX XXXX. I then filed a complaint with XXXX on XXXX XXXX but to date have not received a reply. XXXX XXXX XXXX I called again as I had not received an email & was connected with XXXX. She told me I could request online for a specific payoff date and that once requested, I could logon 30 min. later & look in the Statements section to find the payoff. I did the online request ( there was no option to enter a specific payoff date ) then checked back about 50 min. later and found the statement. I was shocked to see that the statement was generated for a payoff date one MONTH later & the statement included not only interest which would accrue for a month but also late fees of {$96.00} ( which did not exist ) in addition to two fees/charges for {$30.00} each. Apparently one of them was for the email which I never received. And below the payoff info. was a statement that if a wire was received for anything less than the full payoff amount in the statement that it would be returned. I called again & was connected with XXXX # XXXX. She told me that I would not be charged for either the late fees or the {$60.00} of other fees & that I could disregard those in making a payment. She also said any amount in excess of the full payoff would be refunded. I then asked to speak with a supervisor who just transferred me to the servicing dept. After being on hold for abt. 40 min. the call was disconnected. I called back immediately & spoke with XXXX # XXXX who put me on hold then transferred me to XXXX in servicing. I asked him why I had never received the email and he checked and found that someone at Freedom Mortgage had made a mistake and it had been sent to an email address which is not mine. I told him that it is outrageous the company would send a payoff statement for a date a full month away and he stated that it was according to company procedures. It is incredible that in 2020 the process of receiving a simple payoff amount is so antiquated at Freedom Mortgage. And the process can be as simple as taking the XXXX XXXX date ; adding 19 days of per diem & the recording fee. I first asked him what the company would do to make up for their mistakes which prevented me from sending the wire on XXXX XXXX ; he said he would check on escalation to see if I could make the payoff as of that date & he put me on hold. When he came back online he said that it would be impossible for me to make the payment for that date and that he could not send the XXXX XXXX payoff document to me as it was now invalid. I said that the mistakes Freedom Mortgage employees had made would cost me at least an additional {$270.00} and asked what Freedom Mortgage could do to compensate me. He said the company could not do anything and they were only following procedures. I asked him if the company took any responsibility or liability for their mistakes & he would not respond which effectively means NO. I then asked him for the exact payoff for XXXX XXXX & that I would be able to send the wire that day ; he said that payoff info. was provided by another department and that they would be unable to comply even after I pointed out how simple the calculation is. I then told him I would do that simple calculation and send the wire f ( which I did that day ) and asked him if the wire was more than the actual payoff, would Freedom Mortgage refund that excess and if so, how long would it take the company to refund it and would I receive interest on the excess. He told me it would take the company at least 14 days to issue a refund and there would be no interest. It appears that the Customer Care Specialists & servicing department employees are either poorly trained or the company procedures direct employees to delay payoff as long as possible so Freedom Mortgage can continue to receive interest. In checking recent complaints against Freedom Mortage with the XXXX XXXX XXXX XXXXhere are numerous similar issues with poor customer care and misleading or incorrect information. On XXXX XXXX, 2020 I mailed a letter regarding the above to the XXXX, XXXX XXXX ( along with the call logs ) to their HQ address in XXXX XXXX, NJ in which I stated I would be filing a complaint with the CFPB To date I have not received a response. I can provde the phone logs to CFPB if needed.
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: 2021-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A