Date Received: 2021-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I was contacted my Freedom Mortgage representative XXXX XXXX which stated he was a loan adviser NMLS # XXXX XXXX NMLS # XXXX. He stated that he could offer me a lower rate on my mortgage if I refinanced with them, through an FHA streamline refinancing. I informed him at the time that I had a second mortgage through XXXX and that I was told they will not subordinate the loan. I was told by Mr. XXXX that it would not be a problem, and they would be able to refinance my FHA loan through a FHA streamline refinance even with the second mortgage and XXXX XXXX not willing to subordinate. I sent in the requesting documentation on XX/XX/XXXX and sign the agreement to apply for the refinance. On XX/XX/XXXX I was contacted by XXXX XXXX from XXXX closing a title clearing coordinator XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, PA XXXX Phone : ( XXXX ) XXXX XXXX Fax : ( XXXX ) XXXX requesting proof of a utility lien from the county of XXXX that I had paid off. I sent in proof of the release of the lien and that it had been paid. On XX/XX/XXXX I received another email stating I needed to sign more documents because they needed to extend the time to process my loan. I proceeded to sign the documents as requested. I also sent in documents to XXXX docs the email address provided by Freedom mortgage that contained my payment history to XXXX ( 2nd mortgage loan ), a loan detail statement, and a payment history from XXXX that were requested by Mr. XXXX from Freedom mortgage on XX/XX/XXXX. At this point I reiterated that I have a second mortgage and I do not believe they will subordinate the loan and I was told it would not be an issue. On XX/XX/XXXX I received an email requesting that I sign more documents extending the loan time, and terms offered because they needed additional time to process my loan. On XX/XX/XXXX I received an email by a person named XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX O : XXXX F : XXXX XXXX : XXXX who stated they are a " customer advocate '' and they requested the same documents previously provided. They requested bank statements showing payments to XXXX XXXX, proof of payment history to XXXX and a copy of the note from XXXX. I informed the representative that I was told they will not subordinate and they provided reassurances that it would not be an issue. I sent in the requested documentation even though I had already sent it to Freedom Mortgage previously. On XX/XX/XXXX I received an email stating I needed to sign loan documents once again extending the terms to refinance my FHA streamline refinance. On XX/XX/XXXX I received a call from XXXX XXXX of Freedom Mortgage requesting the release of lien documents from XXXX XXXX XXXX that I had already previously sent to XXXX XXXX from XXXX closing in XXXX. I also forwarded this document to XXXX XXXX as requested by XXXX XXXX. On XX/XX/XXXX I received a follow up email from XXXX XXXX saying that is not what she was requesting and that she wanted once again the note from XXXX. I told her that I had already provided all the documents they requested and I wanted to know why they were requesting the same document multiple times. I expressed concerns about their ability to refinance my loan and I was provided assurances that they were able to refinance. They then informed me they were sending my loan to the closing department to complete the process. Today XX/XX/XXXX I received an email from XXXX XXXX stating that I need to provide proof of the release of judgement from XXXX XXXX XXXX. The email stated that it was in the amount of {$10000.00}. When I replied I informed Ms. XXXX that I have no knowledge of any judgements against me or my property, and the I did a county record search and no such lien or judgement came up. I did not receive any response. I did notify them that my second mortgage was in that amount of XXXX but it was with XXXX and the current balance is XXXX and the loan is current. I was then told by a telephone representative that they have all the supporting documents and that they do not need anything else. I do not believe that Freedom mortgage is able to refinance my loan at this point, and I believe that they are continuing to attempting to mislead me and obtain personal and financial information from me illegally by saying that they are going to refinance my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95834
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to covid19 I fell behind considerably on my mortgage. At the same time I had an home owners insurance claim pending for water damage and other issues. I was eventually awarded {$45000.00} on the claim. As required, I immediately sent the check to Freedom Mortgage on XX/XX/2020 who is my mortgage lender and explained to them that it would take approximately {$25000.00} to do the repairs In my house and I would like to use the rest to bring my delinquent mortgage current. To this day I have not received any of the money to start the repairs on my house despite sending all the additional documents that Ive been asked to send pertaining to my divorce. I was told that my ex wifes name would have to be included on the check. I sent them a document showing my ex wife had assigned over the insurance benefits to me. They asked me to send in the divorce decree showing I was awarded the property during the divorce. After I sent that it still wasnt good enough so I asked them to just go ahead and put my ex wifes name on the check and I would work it out from there. I was told no, they cant do that, but the hold issue was that the check must have the ex wifes name on it. After exhausting all my efforts I decided to make this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I filed a complaint previous about my mortgage payments not being processed or posted properly. Previous # XXXX, date XXXX. Since filing that complaint, Freedom Mortgage corrected my most recent payment by removing it from a principle payment to a monthly payment. However, they did not address the problem of missing {$490.00} that was posted in suspense, by their portal, it came back out of suspense but was never applied anywhere that I can see. My monthly statements show that only {$490.00} ( one payment of 2 I had made ) has been paid year to date, all other information on the statements are zeroes ( escrow, principle applied, interest etc.. ). I have contacted them numerous times and get spun in a circle every time. Have spoke to supervisors to no avail. Now, my credit report shows that I have not made a mortgage payment since XX/XX/2020. Freedom Mortgage says they do not report anything to the credit bureau for 60 days. I am ahead on my mortgage and have never been behind, so if it is on my report it must have come from Freedom Mortgage. Thanks for your help, my biggest concern is where is my {$490.00}, on my credit report it states last payment received by Freedom Mortgage was XXXX and where are my correct monthly accounts stated? As of now what I have now are receipts that say I paid XXXX and a company saying trust us it is ok on our end so don't worry. This is unacceptable. This notification on my credit report has now prevented me from being able to refinance my house through a conventional lender or use the FHA streamline program. Wish I knew how to fix this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2021-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I learned that Freedom Mortgage had acquired my loan in XXXX of XXXX at which time I contacted them to let them know I get paid on the XXXX and XXXX of every month to which they replied " No Problem '' we can handle that for you. On XX/XX/XXXX I learned that Freedom Mortgage had reported my mortgage payment for XX/XX/XXXX as 30 days late which severely impacted my credit score. Upon further investigation, I also learned that they had increased my mortgage payment beginning in XXXX of XXXX without my knowledge. My payment amounts did not change in the entirety of this timeline, however Freedom Mortgage claims they were taking the {$38.00} increase from escrow to cover the payment every month except XX/XX/XXXX. The explanation from Freedom Mortgage was that they saw an upcoming escrow withdrawal and did not want to risk taking the {$38.00} again for XXXX. No Calls, No emails from Freedom, just playing XXXX with my finances.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2021-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-06
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: I filled a chapter XXXX bankruptcy and for 2 years I have been making my payment but it shows discharged and the company will not put my payments on my credit report, my attorney stated that they should not be doing this and informed me of your service. Freedom Mortgage will not add my account as active and current. I am including my 1098 from 2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2021-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX a monthly mortgage payment in the amount of {$490.00} was received, but instead of being applied to a monthly payment it was applied to principle payment. I had to call to have the payment moved to a monthly payment, which now shows held in suspense, they state the payment was applied to a monthly payment, no where on my portal does it show that it was ever applied to a monthly payment. Again on XXXX the same thing occurred, my monthly payment was applied as a principle payment. I spoke with a supervisor on XXXX at XXXX and he had asked how I pay. I stated by check and on the check I specifically state monthly payment only, I also included a letter the 2nd time around stating that this is not to be applied to the principle. The supervisor stated well they just bundle to the checks, they don't even look at the checks. They stated that they will have the payment moved. When asking if I have to call and deal with this every month, they refused to answer. So far nothing has been resolved. This has to do with Freedom Mortgage Corp.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2021-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage with Freedom Mortgage was refinanced through XXXX XXXX XXXX in XX/XX/XXXX. Freedom Mortgage received their payment on XXXX XX/XX/XXXX. At that time I had a balance of {$3.00}, XXXX in my escrow account that was due me. Freedom Mortgage claims that the payment was sent on XXXX XX/XX/XXXX. On XX/XX/XXXX, I called Freedom Mortgage to inquire about the status of the payment. I was told that they would take no action to track the payment until it was 30 days past due. When I asked for a tracking number so I could track the payment I was told that Freedom Mortgage does not provide that information and would take no further action until 30 days after the date they claim they sent the payment. I also asked about my year end statement fot tax purposes and was told that the " only obligation they had was to provide that statement by XXXX. I did not receive that statement until XX/XX/XXXX. Freedom Mortgage has been a horrible company to deal with and should never be allowed to handle VA mortgages. If I were 1 day late in sending a payment they would change me hundreds of dollars in late fees. In fact, I was on an auto pay system and my escrow charges changed by XXXX cents. Instead of notifying me that the amount changed they charges me {$350.00} in late fees three days after the payment was due. A very disreputable company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My loan was transferred to this new company a few months ago. I was in an active COVID-19 forbearance plan. During this time, I've been harrassed non-stop with certified letters threatening foreclosure due to the past due payments. I'm one payment behind because my tenants moved out, but I'm positioned to catch up before the federal COVID-19 protection period ( maximum one full year ) is over ; however, the current loan servicer will only allow me to extend my protection to the end of XXXX. At this point in time, they require me to submit full financial disclosures and go through a full loss mitigation process instead of allowing me the option to extend the full period. I request that this business is reviewed for their predatory practices against individuals protected by the CARES act. I also request that the business comply with the CARES act and allow me to extend my protection without supplying the additional documentation, per the law.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Initially I had agreed to a loan amount for XXXX. This included the initial escrow of 8 mo for XXXX and the 3 mo cushion for XXXX, A pre paid of XXXX in prepaid property taxes. My loan officer said I would not have to pay a mortgage in 2 months and that I would get the 6K back from the old lender. I did not want to include in the loan but he said I had to. I called XXXX XXXX to find out where my escrow was and they said they had paid the escrow and was still waiting on the final check from Freedom. XXXX XXXX is a wonderful company I wish I could go back to. All my fellow veterans steer clear of Freedom Mortgage. Freedom would not return their calls or mine. This was during XXXX. XXXX XXXX was about to wire them their check back. We both were not getting our calls returned. They finally paid them to satisfy the loan. I found out from my previous mortgage company that they had already paid the taxes in the amount of XXXX. My loan amount should of been l XXXX. So after spending the month of XXXX trying to find out where the XXXX was with numerous phone calls I still do not have a resolution. They have now revised the closing disclosure saying that XXXX is being put in an escrow analysis and they will let me know next week what they decide. I didn't even see the first closing disclosure until the day of closing. What needs to be done. You have collected the escrow of 8 months and the cushion. The closing disclosure should be revised to reflect the correct loan amount. It should be XXXX. The money should not be put in escrow. I am writing this letter to complain because I know this company has taken advantage of me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75035
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage with Freedom Mortgage. In XXXX of 2020 Freedom Mortgage refinanced my existing mortgage with them to a new rate. Upon completion of the refinancing process, Freedom Mortgage did not file the Deed of Trust with XXXX County. I am currently trying to complete a refinance of my current mortgage with another mortgage company. In the process of completing the Underwriting for my new loan, it was determined that there is no record of my current mortgage. I have reached out to Freedom numerous times to try to resolve the issue by having them file the Deed of Trust. My most recent interactions with them have been met with Supervisor and Rep level contacts hanging up on me, in one case as soon as I explain the issue. This delay and unwillingness of Freedom Mortgage to resolve this issue will likely result in my loss of the rate lock and thus cost me several XXXX dollars over the course of my mortgage. Further, Freedom has been holding escrow from my loan and show that they have paid property tax on the property, however, without a Deed of Trust on file I don't believe they are actually paying the taxes, since the County wouldn't collect on a property that isn't registered in their system.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A