Date Received: 2021-02-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I started the process of refinancing my VA loan through the IRRRL program. Multiple times the title company has cancelled the closing alleging that the lender doesnt and hasnt provided any documentation to them. Multiple times the closing has been cancelled. Because of the current interest rate lock of 2.25 % Im in theyre delaying the process multiple times and canceling closing multiple times as to avoid refinancing under the program which is backed by the Department of Veterans affairs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08648
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I received a phone call from my current mortgage offering me a no cost payment reduction loan. I currently have a 30 year mortgage at XXXX and I was going to reduce it to an 8 year at XXXX. This should be a slam dunk quick refi. I was told 30 days. Everytime documentation was requested I had it to them with in an hour. My issue is lack of communication. Nobody ever tells me they need more documentation. After 4 or 5 messages I get a random response asking for the same items again. I then resend the documents. I never received any type of confirmation or anything that they arent received. I have been elevated up to three levels of management at this point. Every single time it has been exactly one call with a lot of apologizes and promise of a return phone call the next day. I never receive the return phone call. I call numerous times a day and nobody ever answers. I just get voice mails. All I want to do is to be able to wrap up this loan as soon as possible. I am so solid it is not even funny. My income is more than triple them when I got the original loan and I will be reducing the payment by {$400.00} per month. It makes absolutely no sense why this is not done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WV
Zip: 25404
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our mortgage company Freedom Mortgage called us XX/XX/2020 about refinancing our loan. We started the process right away and signed paperwork on XX/XX/2020 to get started. We have provided all requested information timely ( including demands for items to be returned within 24 hours ) and the refinance still has not closed. No one at the Company will answer calls or return emails and they keep making excuses about why it's not done. Primarily that they are waiting for third party information, but can't confirm what. The interest rate lock that we signed is expired and they have not renewed. We have top notch credit and have always paid our monthly mortgage in full on time. The refinance should have been completed in 30 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97224
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: FREEDOM MORTGAGE LOAN # XXXXXXXX XXXX XXXXXXXXXXXX XXXX XXXX # XXXX Subject Property : XXXX XXXX XXXX XXXX, XXXX XXXX, WA XXXX I did a refinance home loan to payoff the 1st mortgage on my XXXX XXXX property in XX/XX/2020. While in the process of obtaining the refinance loan, the mortgage on the property was transferred from XXXX XXXXXXXXXXXX XXXX to Freedom Mortgage. My lender expected my refinance to close in XX/XX/2020 but due to delays in obtaining the payoff on the existing 1st mortgage, closing on the new loan did not occur until XXXX. I was concerned about credit bureau reporting due to the transfer and timing of payoff on the existing mortgage, but understood that the service transfer would require the current mortgage holder to suspend credit bureau reporting under CFPB regulations. I recently applied for a new mortgage transaction which is how I learned about the 30-day late payment now being reported by Freedom Mortgage. The Freedom Mortgage automated phone system is also incorrectly reporting me due for the XX/XX/2020 payment which is also incorrect. Prior to the this reporting by Freedom Mortgage, I have never had a late payment on any mortgage loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98367
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-12
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: Freedom mortgage inaccurately added late payments to my husband and I credit report that they stated would be removed if we provided an explanation from the bank and provided proof that the bank account that had fraud was closed. They also stated they would dismiss all late fees. All information was provided and Freedom Mortgage removed late fees but were not willing to remove late payments from credit report because they stated it would show that they made inaccurate postings. Since then Freedom Mortgage has made several mistakes causing us issues. Freedom Mortgage fraudulently cleared our mortgage and when attempting to make mortgage payments they stated that they had no principle to apply my payment to. I pleaded with them to take my payment so I wouldn't take anymore hits to my credit report. They refused to take my payment and stated they would have to send payment back and could possibly charge me a late fee if there is a system issue. XXXX XXXX and XXXX XXXX were the 2 supervisors assisting. XXXX apologized about the confusion and stated that with the removal of late fees for both borrowers credit report should have been adjusted as well. XXXX stated she would make sure it was taken care of. XXXX XXXX followed up to state that they would not be honoring that request. Attached is the letter sent to freedom mortgage as a follow up to the promise of removing late reporting from credit. I had to call more than 50 times and send more than 15 follow up emails before I could get a response. Also attached is the XXXX XXXX letter and proof of our entire mortgage cleared with a XXXX balance that caused a month long of confusion. This is proof of freedom mortgage constant mistakes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My VA mortgage was sold from another vendor to freedom in or about XXXX of XXXX. Since, my mortgage has not shown up on my credit report from any of the 3 agencies. When I asked they responded that according to RESPA they would not report for 60 days. OK, well that's been far past the 60 days and still is not showing at all on my credit report. It was placed into forbearance back in XXXX but according to CARES ACT the loan is still suppose to report as a neutral status in forbearance status. This is not happening and Freedom is refusing to fix. I have called on XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and asked for assistance. I am told each time they aren't sure the reason but assure me a date is scheduled to show. every time the date passes and another one is given. I am trying to refinance, which i explain to them, and this is detrimental to that process. I have paid the mortgage up to date and have also requested it be removed from the forbearance status, which has also not been done. I've done everything required and asked, but they will not help me. As a veteran this is every troubling as this refinance is critical to my financial health. I'm not sure what else to do?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage took on my mortgage in XXXX of 2020. I have through the life of the loan and several servicers made payment on the XXXX of each month. Yet now for the month of XXXX I have received four calls asking when I intend to make payment. I tell them one, whenever I make the payment and two, I've always made payment on the XXXX. This is harrassment. I have never received calls before when I go into my grace period which is every single month. I also received several calls regarding a refinance which I had to tell the loan officer I wasn't one, interested and two eligible. So both situations would have answered their own question if they looked at my history on the account. I spoke with XXXX and his supervisor XXXX on XX/XX/XXXX and was told thet have to call every month because it's their guidlines. Then how come I've never received these harassment calls before? What's changed? He said it is a requirement from the financer XXXX XXXX. Secondly he said everyone who does not pay by the first of the month gets put on these auto dial lists. I find it hard to believe suddenly all of their customers are being harrassed to let them know when payment is coming each month if they take advantage of the grace period. I was told if I continue to pay on the XXXX of each month I will always receive this call. Or many calls if I do not give them a date. This is harrassment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17404
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of 2020, I went on COVID 19 forebearance plan for several months The plan ended, I did not re extend it. I paid them all the money. I am now trying to refinance, and on my mortgage history verification they wrote that I was PAST DUE 30 days on my mortgage 5 times in 2020. I was NEVER past due. I was on COVID 19 PLAN. This is very, very detrimental to my refinancing. When I called them, the girl did not even know what she was talking about. She said it was from my previous bankruptcy. No this is not correct, it clearly says on the VERIFICATION OF MORTGAGE that I was past due 5 times in 2020. This is NOT the way COVID 19 plan was to be. I was not supposed to be reported as a late payment at all under COVID forebearance. This is ridiculous.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60172
Submitted Via: Web
Date Sent: 2021-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I purchased my home in XXXX XXXX 10 years ago ) and have taken advantage of Refinance offers to lower the interest rates at least four times. The last time was XX/XX/XXXX to 2.75 % with XXXX Mortgage XXXX XXXX XX/XX/XXXXXXXX. The interests dropped again 6 months later and XXXX sent me solicitations to refinance. I bit the hook and began a VA IRRL Streamline REFINANCE. It was soon after I began the documentation that a MrXXXX XXXX XXXX decided that as a " woman '' I couldn't be a veteran and became difficult. We finally were SET to go to closing after THEIR Chosen Title company completed the so-called title search in XXXX. When I complained of the pushback, he pushed me off to one of their other companies FREEDOM Mortgage. So the process was STARTED over again in XXXX. The interest rates advertised were 1.75 %, 1.99 % and 2.25 %. As soon as they " spoke '' with me over the phone, they could only offer ME 2.25 %. However I kept getting their mailers that the rate was 1.75 %. I wanted the lowest rate available naturally. AGAIN I was denied. In the meantime, we move forward with FREEDOM to go to closing. Freedom decided that I ( A woman VETERAN ) could NO LONGER be eligible for a VA Refinance and decided to put my spouse XXXX XXXX XXXX XXXX on the note. This was an error and we could could not close in XXXX on the set date because of the erroneous paperwork. They promised to correct it and set a new closing date. They have called me THREE more additional times to CONFIRM a SET closing date of XXXX XXXX at XXXX at my residence. NO ONE SHOWED up. NO ONE called and As of XXXX XXXX, I do have have a REFINANCE loan which started with the Parent company in XXXX with XXXXXX/XX/XXXX. I believe I am being discriminated against as a FEMALE ( gender discrimination ) and racially ( as a XXXX female ) and as a Veteran. -- - This company has sold my information to others and I have been getting solicitons from other Mortgage lenders who " without my approval '' pulled a Hard inquiry on my credit report. This company XXXX XXXX also stated that on XXXX XX/XX/XXXX that my FICO score was XXXX which was NOT true for XX/XX/XXXXor XX/XX/XXXX My SCORE was XXXX and ABOVE for all three activities. Of course FREEDOM and XX/XX/XXXX claimed that they could NOT give me 1.75 % ( lowest rate ) due to my credit score which was an Excellent score. My score now is above XXXX ... There is NO excuse for this poor service and I believe this is HORRIBLE treatment. It is costing me more money and I need to be compensated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 358XX
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am writing this complaint in hopes of addressing and correcting Freedom Mortgage 's pattern of negligencein failing to adequately and accurately discharge its fiduciaryduties inherited in the management of my escrow accounts. ( Be it known, I have two properties. My second property is currently a rental property due to being unable to sell in a slow market after an out-of-state move ) Loan/Property 1 I received a property tax exemption letter on or about XX/XX/2020. That day I attempted to speak to my loan advisor via the direct phone number he provided. my loan advisor did not answer, so I left a voicemail. On XX/XX/2020 after not receiving a call-back, I contacted the loan advisor from my previous refinance. I contacted my previous loan advisor because of his exceptional customer service and faith I had that he would assist me. My previous loan advisor that I was having issues with my new loan advisor and requested his assistance in contacting my current loan advisor, to which he obliged. After two more days of waiting, on XX/XX/2020 I sent an email to my loan advisorindicating that I had property tax information that was relevant to the refinance. My loan advisor finally responded and informed me that he had notified his underwriting team. After waiting several days and not hearing from the underwriting team, I contacted the customer service line. On XXXX XXXX I spoke to a customer service representative about applying my property tax exemption to my account. The representative requested that I send in the paperwork provided by my county that indicated I was no longer liable for any property taxes. I sent the paperwork through a reply in response to an email from them while still talking to them on the phone. The refinanced was closed on XX/XX/2020. When given the closing disclosure the adjustment to the property tax line in the escrow amount still had not changed. I was told by the representative of XXXX XXXX that it was a simple fix and all I had to do was call the escrow department. On XX/XX/2020 I called the customer service line to speak to the escrow department. I was informed by the representative that assisted me that there was no property tax exemption information on file. He requested that I forward the email and documentation XXXX he could process the document and relevant request. I have since been in constant contact with freedom mortgage in trying to get this issue resolved. After over a month of waiting, I reached out to freedom mortgage ( in the week of XX/XX/XXXX ) to get a status update. After speaking with a member of the escalation team, I discovered that freedom mortgage was unaware of the status and location of the {$6400.00} tax payment funds that were supposed to have been sent to XXXX XXXX by XXXX XXXX XXXX. I contacted XXXX XXXX XXXX immediately and was informed that the payment was in fact disbursed to my county 's tax assessor'soffice. A quick and public search of payment history for my address on my county 's tax assessor 's website confirmed that XXXX XXXX XXXX sent the payment. The search also indicated that freedom mortgage had paid an additional {$3900.00} in property taxes, 6 days after inspire closing services paid my tax bill which resulted in a negative balance in my escrow account. A simple search of information made readilyavailable to the public on my county 's tax assessors website indicated XXXX XXXX XXXX disbursed funds on XX/XX/2020, and freedom mortgage had made a payment directly to my county in the sum of {$3900.00} on XX/XX/2020. This additional payment by freedom mortgage resulted in a negative balance in my escrow account. It is now XXXX XXXXand my payment is still not adjusted. I have been told that until Freedom Mortgage receives the refund from my County, it will not be allowed to be adjusted. Freedom Mortgage is failing to take ownership of this issue itcreated and continues to take even more money from me through not adjusting the payment, knowing that the funds will eventually be disbursed by the county and they will have to refund me all the extra money I have been forced to pay. Loan/Property 2 My annual homeowners ' insurance premium disbursement was made in XXXX of XXXX refinanced this property in XXXX of 2020. Several months later I noticed a strangetransaction on my statement and contacted customerservice to inquire about it. I noticed a returned payment and then a reprocessedpayment which I thought might have been due to increased annual premiums as a result of weather patterns in XXXX. I was informed that it was most likely a mistake/double payment and that the issue would result in a refund later on. I was not in dire need of the refund, the bill had been paid, and I decided to be patient, trust theprocess, and believed I wouldget the money back at the end of the year. In or around the first week of XXXX, while speaking with a very helpfulcustomer service representative about another issue, I happenedto inquire aboutthestatus of my homeowners ' insurance premium and refund. It was at this time I learnedthat my homeowners ' insurance had been canceled in XXXX and I was placed in lender preferredinsurance. For reasons unbeknownst to me, Freedom Mortgage issued a stop payment on that disbursement. In XXXX of 2020, armed with what one could reasonably assume would be the knowledge that the payment was not completed, freedom mortgage contacted my Homeowners XXXX XXXX XXXX XXXX. XXXX insurance stated that the account was in good standing. Knowing that no reissue of payment was ever made, freedom mortgage accepted the information XXXX provided and made the assumption that the account was paid. Freedom Mortgage did not contact me about this payment issue, neitherabout the stop payment order nor the apparent good standing of the account which they knew was not paid. Neither I nor freedom mortgage received any written correspondence indicating a pending cancellation. Because of the actions of freedom mortgage, I now have a cancellation on my record and am forced to pay inflated premiums on the only policy that I could find for this property. Freedom mortgage failed to reissue payment, failed to communicate effectively, and now I am left to deal with the repercussions of their actions. I asked for assistance in dealing with XXXX to address the cancellation and/or contact information to their legal department for their assistance in addressing this communication issue between them and XXXX however i was told no such service could be provided. Freedom Mortgages escrow, tax, and insurance departments have demonstrated a pattern of negligencein failing to adequately and accurately discharge its fiduciaryduties inherited in the management of my escrow accounts. Thereis a complete lack of ownership of their shortcomings, proactive communication regarding pertinent information is nonexistent, and the quality and accuracy of processing documentation, requests, and payments is incredibly sub-par.Freedom Mortgage states constantly that it values its customers and I have not seen one bit of appreciation for the value of my business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2021-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A