Date Received: 2023-12-11
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX XXXX XXXX I requested information of payments made and never received history of applied payments. I can not reach anyone over the phone that will send this information to me due to another CFPB complaint with them. I was told that my mortgage was paid in full by a representative and now I have a Writ of Execution for the prior title company demanding payment. I need this resolved as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Complaint Due to Repeated Mismanagement by Freedom Mortgage Initial Issues ( XXXX XXXX XXXX XXXX : Erroneous Charges and Mismanagement : Freedom Mortgage erroneously charged me {$750.00} due to their administrative errors. This includes mismanaging my account, incorrectly listing foreclosure, and mishandling my Homeowner Assistance Fund ( HAF ) payments. Inappropriate Foreclosure Proceedings : Despite my compliance with the loss mitigation program, Freedom Mortgage initiated foreclosure proceedings due to internal miscommunication, which they later acknowledged as their error. Misappropriation of HAF Funds : The mismanagement of my HAF funds by Freedom Mortgage led to my account starting delinquent by over 30 days. The funds were inappropriately used, including an unwarranted deduction of {$750.00}. Communication and Process Breakdowns : Repeated instances of internal miscommunication within Freedom Mortgage resulted in wrongful foreclosure actions and a lack of transparency. Inconsistent and Contradictory Mortgage Statements : Provided by Freedom Mortgage, demonstrating their ongoing mismanagement of the account. Recent Issues ( As of XXXX XXXX ) : Unnotified Insurance Charges : Discovered an unexplained charge of {$3700.00} for lender-placed wind insurance, made without my knowledge or consent, significantly above the market rate. Lack of Transparency and Communication : Despite opting for paperless communication, no information about this charge was made available in my online portal ( to date ), and I have been unable to secure a copy of the policy they claim to have purchased for {$3700.00}. This breaches our agreed service terms and raises concerns about Freedom Mortgage 's transparency and efficiency. Unjustified Escrow Analysis and Mortgage Increase : In XXXX XXXX despite reducing my homeowners ' insurance costs, Freedom Mortgage conducted an escrow analysis and illogically increased my mortgage payment by {$200.00}. Communication History : Initial Grievance XXXX XXXX XXXX XXXX XXXX : Submitted a detailed grievance after multiple unaddressed verbal complaints. Lack of Direct Response : Freedom Mortgage has not responded directly to me, providing only vague and unsubstantiated responses to state inquiries. State Engagement : Despite engaging with state regulatory body representatives, including XXXX XXXX, the issue remains unresolved due to the overwhelming number of cases and lack of substantive action from Freedom Mortgage. Ongoing Violations : New issues continue to arise, including unexplained escrow account depletions, with no communication or transparency from Freedom Mortgage. Why Federal and State Intervention is Necessary : Inadequate State Resolution : The state 's overwhelmed capacity has hindered timely and effective resolution. Retaliatory and Continual Violations : Freedom Mortgage 's actions suggest possible retaliation and a pattern of ongoing violations, indicating a need for higher-level intervention. Lack of Accountability and Transparency : Freedom Mortgage 's failure to provide necessary documentation and clear communication warrants scrutiny from federal and state agencies. Documentation and Communication Timeline : Initial Grievance XXXX XXXX XXXX XXXX XXXX : Submitted a detailed grievance with supporting documents to Freedom Mortgage, outlining the issues and providing corresponding evidence. This was after submitting six verbal inquiries and a written grievance, all of which were ignored by Freedom Mortgage. They have never replied to me directly, only to the state. Indirect Response from Freedom Mortgage via State XXXX XXXX XXXX XXXX XXXX : Received a copy of Freedom Mortgages response to the state XXXX XXXX XXXX XXXX XXXX XXXX, which did not directly address my grievances. XXXX XXXX advised me to detail a response. Rebuttal to Freedom Mortgage 's Indirect Response XXXX XXXX XXXX XXXX XXXX XXXX Submitted a detailed rebuttal to the state and Freedom Mortgage, in response to the indirect communication from Freedom Mortgage, emphasizing the unresolved issues and inadequacies in their response. Further Indirect Response from Freedom Mortgage XXXX XXXX ( XX/XX/2023 ) : Received another indirect response from Freedom Mortgage through the state, which continued to lack resolution and clarity regarding the grievances. In this letter, XXXX changed her position, waived a late fee that Freedom Mortgage charged me when they had the HAF funds in a suspense account, and then simply stated they stood behind their previous correspondence. Additional Rebuttal to Freedom Mortgage 's Indirect Response XXXX XXXX XXXX XXXX XXXX : Filed a further rebuttal to the state and Freedom Mortgage, responding to Freedom Mortgage 's latest indirect response and highlighting ongoing issues. Most Recent Grievance and Rebuttal XXXX XXXX XXXX XXXX XXXX XXXX Submitted an updated grievance to Freedom Mortgage, reflecting new issues and the persistent lack of direct response or satisfactory resolution from Freedom Mortgage. Ongoing Lack of Direct Response from Freedom Mortgage : Over a 10-month period, despite continuous efforts to resolve these issues, Freedom Mortgage has not provided any direct replies or resolutions to my grievances. All communication has been indirect, through state responses. In their responses to the state, they make claims and statements but provide no evidence, references, or anything to substantiate what they are saying. They simply state, it was allowed or no error was made. Conclusion : The persistent issues with Freedom Mortgage, including mismanagement of funds, wrongful foreclosure actions, and lack of transparency, require urgent attention from federal and state regulatory agencies. This complaint seeks not only resolution to my individual case but also aims to highlight systemic issues within Freedom Mortgage that may affect other consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77584
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I received a letter in early XX/XX/2023 from my mortgage company Freedom Mortgage about not cashing my escrow refund check yet that they apparently sent out in XXXX or XXXX of 2023 and that they wanted to know why or that I was going to lose out on it. I NEVER received or even knew one was coming. I call the company about it and tell them I never received anything so after some discussion they said they canceled that check and sent another one. A month goes by and I call back and again it is the same thing of " ooo weird I wonder what happened '' and they " cancelled the check and issued a new one ''. This process has been repeated three times now and I still have not received my refund which includes an amount a little over $ XXXX. I asked why it cant just be wired since I can wire them money and they stated " The only exception to wire money is if there are two names on the mortgage and one of them is now deceased making cashing the check impossible ''. So they wont wired the funds, they won't put a tracker on the check in the mail but just keep " sending it out and hoping it makes it but wonder where it goes ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21216
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Closing on a mortgage
Subissue: Closing disclosure or other related disclosures
Consumer Complaint: On XX/XX/2023 I served Freedom Mortgage with documents related to a mortgage they formally serviced. Loan number : XXXX. I notified Freedom Mortgage that the loan was discharged in XXXX XXXX Bankruptcy in the XXXX XXXX XXXX New York on XX/XX/2023. I also mailed using certified mail, a letter of recession which rescinded my securities interests in the mortgage and demanded payment for the interest that was owed to me as it relates to the mortgage being traded in the securities markets. I also notified XXXXXXXX XXXX that their transfer of the mortgage to Freedom Financial was illegal because it was initiated and processed after the mortgage was discharged. I also served XXXX XXXX that at the time of the purchase of the property that they were responsible for filing the deed with the county of record. Furthermore, XXXX and Freedom Mortgage was required to file a satisfaction of mortgage once they become aware of the discharge of the mortgage. Freedom Mortgage was also served with a 1099a and a 1099c cancellation of debt. However, I continue to receive mortgage statements from Freedom Mortgage in reference to the mortgage that was transfer by XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10303
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Trying to communicate with the company to fix an issue with the application process
Consumer Complaint: In mid XX/XX/2023 I submitted an initial request to Freedom Mortgage to have my VA home loan assumed by my spouse who is also eligible for a VA home loan. The company did not respond and I called on XX/XX/XXXX at which point I was advised that I had incorrectly filled out the form. The company would not have told me otherwise. On XX/XX/XXXX I resubmitted the form and when I called on the XXXX, was told it had been submitted correctly but it was not processed or added to their que until the XXXX of XXXX. After that I called them numerous times to follow up but each time was told that I had to wait. On Wednesday XX/XX/XXXX, I missed a call from the company and immediately called back. But they have a policy, we'll call you, don't call us. I was advised that I was put back on the 'call back ' list but would have to wait. On XX/XX/XXXX I finally received a call from them. They said they would schedule for a loan adviser to call me on XX/XX/XXXX at XXXX so I now waited for this call. To discuss my spouses finances and mine. But of course, XXXX has come and gone and I have not received a phone call from Freedom Mortgage or anyone that works for them. It has been three months and my family can not move forward until this process is complete. I have searched for other way to accomplish our goals and unfortunately we are dependent on Freedom Mortgage to do their job. This company has been unresponsive and unhelpful and in fact harmful to its veteran clientele. I have also called the VA home loan department which reached out to FMC regarding my case but with no results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96744
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Freedom Mortgage found a {$610.00} surplus in my escrow account and sent a check payable to my husband and me. On XX/XX/XXXX I sent them a letter, certified copy of my husband 's XXXX XXXX, and the check, requesting that they reissue the check in just my name. Since then, I have called on XX/XX/XXXX ( XXXX ) and was told they'd get back to me on XX/XX/XXXX. Nothing. I called again on XX/XX/XXXX ( XXXX XXXX and was told they would do a direct deposit and took my bank information. Nothing. I received a letter dated XX/XX/XXXX acknowledging receipt of death certificate and condolences, but no check. I wrote another letter on XX/XX/XXXX restating all of this. No response. This is a VA loan, because my husband was a XXXX XXXX XXXX XXXX. Freedom bought this loan from XXXX XXXX, but it is impossible to deal with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: My property 's mortgage was transferred from XXXX XXXX to Freedom Mortgage in XXXX. The principal account balance transferred to Freedom Mortgage is incorrect. My final XXXX as of XX/XX/2023 was {$700000.00}. The balance that Freedom Mortgage has for my account is {$700000.00}. I believe a combination of issues is occurring that is affecting the incorrect balance that Freedom Mortgage has. The first is that there is an incorrect date transfer of payment funds in Freedom Mortgages account from XXXX. XXXX. Freedom mortgage has the wrong payment dates from XXXX resulting in incorrect interest being applied to the loan balance. The 2nd issue is that it looks like the additional loan payment I made to XXXX was not applied to the loan balance when it was sent over to Freedom Mortgage. I have been unable to resolve this issue via phone with both companies and both have received a letter as well in which I have not received a response. I suspect that XXXX is keeping my extra principal payment and not transferring it over to Freedom Mortgage. XXXX documentation proves that they received the transferred and applied it to my mortgage balance, but then transferred a higher balance over to Freedom.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80134
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: With Freedom Mortgage ( who purchased my mortgage ), has refused to pay my private insurance provider ever since they have acquired my mortgage. The XXXX previous years, they have refused to pay my home insurance due to not receiving the declaration document from my insurance provider before paying the renewal invoice. I paid the insurance company myself at the end of XXXX, last year I had to fight with them to pay the insurance renewal invoice, while they were telling me it was the insurance company, and telling the insurance company that I myself wasn't following up on my end. I went to the insurance company and called the mortgage company in the presence of my insurance agent, which led to he said, she said ( an argument ). This year, they are claiming that they do not have the current property address on file, that's why they won't pay my insurance provider. My property address was changed in XXXXXXXX XXXX XXXXXXXX, to a XXXX address. I have sent them the XXXX XXXX change of address paperwork for the last XXXX years, in which they have not updated their system and the address was already in affect when they acquired the loan. Freedom Mortgage is using bulling tactics to provide me with insurance through them. I have also recently came out of the Forbearance plan, in which I receive calls to catch up on my mortgage, which starts in XXXXXXXX XXXX XXXXXXXX, and they are stating their system isn't updated to reflect this, but they can see it in there " notes ''. I want this yearly harassment to stop! They expect me to do my part, I want them to do there part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 717XX
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I am surviving spouse of 100 % permanently and totally XXXX XXXX who died from XXXX after 10 years. I quit my XXXX career to take care of him and our children during this time. I bought a home in 2021 and refinanced with IRRL from VA for XXXX interest rate. I was told by Freedom Mortgage for 1 year they would put COVID forbearance at the end of loan and I could resume previous payment when ready to come off. When the time came to end forbearance they said VA wouldn't let them which VA denied but said their was nothing they could do. Freedom Mortgage is charging me XXXX in fees for taking XXXX COVID forbearance which CARES Act states they can't do and during this time my property exemption went through and IRS sent me a check for XXXX from property taxes I had paid since I bought the home leaving XXXX for insurance. Freedom Mortgage wants me to pay that back too and refused to pay insurance so now the house isn't even insured. As a tax exempt property I don't have to have escrow with thousands of dollars sitting in it for taxes I don't even owe. They raised my mortgage from XXXX to XXXX and I only make XXXX a month of federally protected VA and SS benefits for my minor daughter and myself. I am currently working on getting license reinstated from the 10 years I stopped working to take care of my husband while he XXXX from XXXX and our XXXX kids. I am searching for a company to do a forensic mortgage audit and a XXXX audit/report to track paperwork and follow any monies paid out throughout mortgage process. They all want XXXX upfront and am currently trying to get the money for that which CFPB states they aren't suppose to charge upfront fees but they all do. My XXXXXXXX XXXX renewal is on hold to learn everything I can about XXXX, consumer rights and foreclosure process. I know Freedom Mortgage is already pursued by CFPB for different violations. My mortgage should have decreased because of property exemption but doubled instead and ruined my credit so I may not even be able to rent an apartment not that I can even afford one now in XXXX, Texas with the sudden increase of people moving here. I was lied to and misled by about the forbearance and have literally lost all my hair from the stress of possibly being homeless and possibly not being able to get another XXXX XXXX loan if this house is foreclosed on. I applied for Homeowners assistance Fund months ago but was denied because I missed the 5 day window they gave me in a missed email to update paperwork I had sent. They require a 30 day update every 30 days on all paperwork which wasn't disclosed in process of application so I didn't know. Funds have now run out as did the eligibility of XXXX allowing funds to be placed at back of loan like everyone else is still doing. I was not aware of that either when it ended. Any advice is greatly appreciated and 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: TX
Zip: 78626
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: Here is the email I sent to Freedom Mortgage : I am a service XXXX XXXX veteran on a fixed income through the VA. I desperately need your help sir. My name is XXXX XXXX, a " customer '' of Freedom Mortgage. You service my VA loan on my home. In the last 30 days I have been under immense stress from your company. Specifically the Escrow and Tax departments. Back story : In XXXX, Freedom mortgage increased my mortgage payment incorrectly due to an error in your escrow department. My normal payment which I have paid on autopay for most of the year is {$3400.00} however in XXXX I received a letter stating my taxes have doubled and my new payment is {$3800.00}. I contacted FM, they said not to worry we are working on it in XXXX when I received the bill. I called immediately. However in XXXX I received another mailer with an escrow refund check and the XXXX mortgage statement showing the increased payment. So I called back in. Several hours and many dropped calls ( felt like they hung up ) I finally got to the escrow department and they identified the issue. Out of the blue and for no reason anyone at FM could explain, my taxes are being charged twice. I contacted my local County Auditor and they assured me my tax bill has not changed... On the last call in early XXXX I was told they are doing an Escrow Inquiry that will take 7-10 Business days. I was instructed on a recorded line to cancel my autopay for XXXX and send in a check for the correct amount of {$3400.00}. Which I did. Your company received that check on XX/XX/. However FM refuses to accept the check and apply to my account. It's currently being held in a suspended state. Today I've been contacted by your Debt Collection department for payment of the increased incorrect payment. They've added fees and penalties and threatening adverse credit reporting. Now I've spoken with no less than a dozen of your employees bounced around from Tax, Escrow, Debt Collection, Customer Escalation, etc. UPDATED as of XX/XX/ : Freedom Mortgage has not applied my payment from XXXX which they received on XX/XX/. They are now reporting my account as in default, late and that I owe XXXX and XXXX plus penalties, late fees. I have called this company nearly XXXX times any there has not been an answer on the phone at all. Estimated wait time is XXXX minutes, but after sitting on hold for over an over on multiple attempts, i have no been able to reach anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A