Date Received: 2021-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my mortgage with the same company ( Freedom Mortgage ) on XX/XX/2020. I tried to file for an insurance claim on XX/XX/2020 when a hurricane came through here. Insurance told me that I had no home insurance. I contacted the company numerous times, but before I did I purchased a new policy on the spot. I got a letter from Freedom Mortgage about a month in a half stating that I didn't have any and they were going to purchase one. I advised them what had actually happened and they were going to look into it I never heard anything. In XXXX I get a call from XXXX XXXX, Sr. Loan Advisor about another refinance and I agree, the process was ongoing thru XXXX 2020 until the last working day and someone called me and told me at the last minute that they weren't going to be able to refi and I had to make a payment for XXXX, mind you the Pandemic and economic strain we are going through so I was late with XXXX, which they in turn reported me to the credit bureau and are sticking me with a bunch of charges and threatening to raise my monthly mortgage. I have called numerous time and spoke to Supervisors an nobody cares and refuse to help me. Last supervisor was XXXX # XXXX from Escorow. I spoke to another agent previous to that XXXX # XXXX, another XXXX # XXXX and other Supervisors I can't find there names now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78550
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: BACK IN XXXX OF 2019 I REFINANCED MY HOME LOAN WITH XXXX BANK AND MY PREVIOUS HOME LOAN WITH FREEDOM MORTGAGE XXXX REPORTED A LATE PAYMENT FOR THAT MONTH OF XX/XX/2019 WHICH IS NOT CORRECT AND IT WAS BROUGHT TO MY ATTENTION BY MY XXXX XXXXXXXX THAT THIS IS AFFECTING MY CREDIT AND NEEDS TO BE REMOVED IMMEDIATELY.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX I had contacted my current lender, Freedom Mortgage, about a refinance of my existing loan with them. They followed-up quickly and said they needed to wait for the required VA seasoning period before we could proceed. After that period had passed we reengaged and I was sent a final closing disclosure and scheduled for a closing on XX/XX/2021 at my home at XXXX. I was contacted at XXXX by the law firm and told the closing had to be cancelled because Freedom Mortgage failed to get them the required documents. I contacted Freedom Mortgage that day and learned that they were unable to determine a projected property tax for escrow. I notified them that this was originally part of a trust and that the bill wouldn't be generated until XXXX or XX/XX/XXXX. They stated they would contact XXXX County, SC to get an estimate to use for the tax certificate. Once I had been assured that had happened on XX/XX/2021 I scheduled for a closing on XX/XX/2021 at XXXX at my home. I was contacted at by the law firm at XXXX and told the closing had to be cancelled and to contact Freedom Mortgage for further details. I contacted Freedom Mortgage and was told that they had the same issue about the tax certificate. I had been assured it was cleared up, but surely enough it wasn't. When I spoke to a representative for the " exceptions department '' on the phone I was told they had two different tax amounts and couldn't proceed until they received confirmation from the tax authority. That is now twice in two months, with the closing scheduled 12 calendar days in advance that Freedom Mortgage was unable to execute a scheduled mortgage closing for an IRRRL due to their inability to gather and relate information competently. I have made inquiries to other companies as this process has proceeded causing a dip in my credit scores as well as having to cancel on my required witnesses who had cleared their schedules.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called freedom mortgage on XXXXto let them know I found a different flood insurance company alot cheaper previously what I was paying. It's was my first time acquiring a different insurance company. I let her know on XX/XX/21 my flood insurance expires. She said we sent a renewal check to the original flood insurance on XX/XX/21, she said she would try to stop payment. On XX/XX/21 my new flood insurance sent the paper work. She did not upload it till XX/XX/21. And my old flood insurance cashed the check she never stopped payment. And freedom mortgage did not upload my renewal for my homeowners either it says expired They have not sent a check to the company 's yet. What the representative put in the notes is not what she told me I asked her should I call my original flood insurance and cancel she said you can if you want or you can let it cancel on XX/XX/21 she denieing she told me that. And on XX/XX/21 I also asked about streaming lining they said someone would get back to me via email or phone call. There's no note once again of me acquiring that. They still have not paid my new flood insurance either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06512
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: A new servicer, Freedom Mortgage purchased our mortgage and did not properly escrow our insurance policies which are a fire policy and a wrap-around policy. Both policies have always been paid through an escrow account. Because of this mistake our fire insurance has been canceled. We're trying to get this fixed while we can still reinstate the fire policy. So far Freedom Mortgage has met none of their deadlines, have not added the insurance back to escrow, and have no paid the policy. We're at risk of a serious increase in the cost of fire insurance if this is not redeemed on time. We're also at risk because we do not currently have insurance in case of a fire.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have been trying to refinance our home loan with the mortgage company that holds our existing loan. This process has now taken over four months. My wife worked several years as a loan processor, so we are very familiar with the loan process. At the outset, we sent all necessary documents that were requested by the mortgage company. On several occasions, they kept coming back to us asking for the same exact documentation that we provided. This has been an endless loop of unresponsiveness on their part. As we stand today, we were told over a week ago that a supervisor would call us back but have not received that phone call. We have the necessary income, high credit scores, and sent all requests in a timely manner. We just feel that we have to chase down people to get any response. Certainly we have been treated unfairly and unprofessionally during this process. We are reasonable people and know that a refinance doesn't happen overnight. When a company doesn't follow up and continues to ask for the same documentation multiple times, we wonder when the mortgage will ever close. Please assist in any way that you are able. Thanks. Timeline XX/XX/XXXX Spoke to XXXX XXXX - sales manager about a refinance XX/XX/XXXX received loan application to ensign XX/XX/XXXX esign completed XXXX requested XXXX W2 and paystub XX/XX/XXXX sent requested documents XX/XX/XXXX XXXX confirmed receipt of documents - clarified that XXXX payment was for land in XXXX XXXX SC XXXX was contacted by customer advocate XXXX XXXX XXXX with questions and document requests. Responded with the answers and documents 30 min l ater on XXXX never received confirmation of receipt from XXXX XXXX XXXX XXXX was contacted by customer support specialist XXXX XXXX asking the same questions and requesting the same documents as XXXX request. XXXX forwarded XXXX email with answers and documents to XXXX XXXX XX/XX/XXXX received another request from XXXX XXXX XXXX asking for the same items requested on XXXX called and left two messages XX/XX/XXXX reached out to XXXX XXXX for help with getting the customer advocate to stop asking me for the same items that I had already supplied. He explained they did not yet have access to XXXX 's systems so we needed to physically send them a copy a the mortgage statement. Statement provided. XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking again for items previously provided to XXXX XXXX XXXX and XXXX XXXX XX/XX/XXXX spoke to XXXX XXXX, asked to speak to XXXX XXXX XXXX 's manager and to be assigned a new customer advocate. Also sent him a copy of our XXXXXXXX XXXX statement XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking for a HOA statement previously submitted - contacted XXXX XXXX again for assistance clearing the confusion XX/XX/XXXX he responded that he had the needed document and would add it to the loan file XX/XX/XXXX was contacted by customer support specialist XXXX XXXX asking for HOA statement previously provided XX/XX/XXXX request XXXX XXXX give me a call - no response no call XX/XX/XXXX received a notice of incomplete loan application due to a missing letter of explanation regarding additional property we own. XX/XX/XXXX sent first letter explaining XXXX, XXXX XXXX and XXXX addresses. Asked XXXX XXXX for a phone call - no response and no call Received a rate lock extension request to be esigned. Completed the esign XXXX was contacted by customer support specialist XXXX XXXX asking for a letter of explanation for the addresses we previously supplied documentation for on XX/XX/XXXX XXXX uploaded a signed letter explaining addresses to the loan document portal. Received automated confirmation for receipt XXXX called and left 2nd message for XXXX XXXX who is XXXX XXXX XXXX manager XX/XX/XXXX received and missed call from XXXX. Called her directly back and got her voicemail.Never received a return call. XX/XX/XXXX received request from customer support specialist XXXX XXXX for mortgage statements for addresses listed on the letter of explanation, which said we do not have a mortgage on any of those properties XX/XX/XXXX called and spoke to escalation department and spoke to XXXX XXXX. He explained he would get the loan reassigned and reach out to management to assist with getting a response from XXXX XXXX XXXX XX/XX/XXXX received an email from XXXX XXXX XXXX stating a tax bill was still needed for XXXX and XXXX XXXX addresses in order to proceed XX/XX/XXXX Responded that we would locate the items and send them in. XX/XX/XXXX pulled tax bills offline and submitted to XXXX XXXX XXXX - Left a voice message for XXXX XXXX XX/XX/XXXX he responded that he reached out to XXXX XXXX XXXX and also provided her with the tax bills he pulled from online search. Asked how this delay affect the rate lock XX/XX/XXXX asked XXXX XXXX how the delay in approval affect the rate and lock XX/XX/XXXX XXXX responded that our lock we good until XX/XX/XXXX and he adjusted the rate to now 3 % XX/XX/XXXX asked LMO for a status update on the loan XXXX esigned documents for the new loan rate XXXX called customer service and spoke to customer advocate XXXX XXXX she stated she still need to clear up information about XXXX XXXX, the HOA for subject property and to confirm what the lien was on XXXX. Explained we did not have a mortgage on XXXX and sent a letter of explanation for the underwriter XX/XX/XXXX asked XXXX XXXX for an update as she was out of the office. XXXX XXXX XXXX, she was out of the office. XXXX XXXX XXXX. XX/XX/XXXX spoke to XXXX and outlined the frustration with redundant questions and document requests. He said he looked everything over in the loan and saw everything the underwriter would need to review the loan and that he would reach out to the underwriting manager to try and get the loan cleared up and moving. XX/XX/XXXX XXXX XXXX confirms loan is in for underwriting review XX/XX/XXXX contacted XXXX XXXX for a follow up - no response. XXXX XXXX sent a response that he spoke to her and asked her to reach out. They are waiting on loan review. XX/XX/XXXX requested an update- XXXX XXXX said loan is still in Underwriting review XX/XX/XXXX loan amount has been lowered due to monthly payment and new loan documents sent for esign. Asked XXXX XXXX for explanation XX/XX/XXXX XXXX XXXX says the Underwriting isn't satisfied that XXXX address is free and clear. Sent letter of explanation, HOA documents and XXXX documents showing the construction loan in process. XXXX XXXX XXXX request a credit supplement from XXXX to confirm the loan and have it added to credit report XXXX credit supplement received and sent to the underwriter XXXX XXXX XXXX let us know that the underwriter is asking for a 12 month pay history despite knowing the loan hasn't been i n existence for 12 months nor did i t have any payments on it until the money was drawn on. Another credit supplement has been requested XX/XX/XXXX reached out to XXXX XXXX XXXX via email for assistance with asking for something that doesn't exist - no response XX/XX/XXXX contacted XXXX XXXX and again explained that a 12 month pay history doesn't exist due to the newness of the loan and sent corresponding XXXX statements to show this. XXXX XXXX responded that what I sent over wasn't important. They only wanted information directly from XXXX XX/XX/XXXX received an automated notice of incomplete loan documentation where they asked me to provide a 12 month payment history even though XXXX XXXX email said they only want a credit supplement which they requested. Requested management to please contact us. She said she would have her manager XXXX XXXX reach out. We haven't gotten any phone calls from anyone XX/XX/XXXX XXXX XXXX sent an email that said she received the credit supplement back and the loan has been sent back to the underwriter for review.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28217
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is my third complaint I am submitting on this site dealing with Freedom Mortgage. This site gives the mortgage company access to close the complaint without any follow up to the consumer. I am at the final stage of my refinancing for the third time and have not received a response as to the reason my previous closing did not occur. I asked for reimbursement of the money lost due to a four month delay of my refinancing and for the vacation day I took for the second closing which was canceled an hour before the scheduled time. I never received a call from the Customer Advocate to reschedule my refinancing. I had to call the Closing Department myself to schedule. I have not received an email confirmation as I have in the past. My closing is scheduled for Monday, XXXX, two business days away, keeping my fingers crossed. It has been recommended I contact XXXX XXXX Investigate for my issue to hold Freedom Mortgage accountable to all of us consumers! During this 2020 COVID year, Freedom needs to be more responsive to their clients and should work with us to save us money!! They should be ashamed of the lack of service and the loss of funds they are causing us. FHA needs to be made aware. I hope I get a response from XXXX XXXX Investigate and get help for all of us mortgagees!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60439
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In late XXXX of XXXX, I was contacted by XXXX XXXX NMLS # XXXX who asked if I was interested in refinancing my current loan in house without doing a credit check. I advised to her I was interested however ; my current loan has a mortgage credit certificate linked which allowed me a tax credit every year. Ms. XXXX stated she did not have knowledge about the credit but would reach out to her supervisor to verify it would be transferred. I made it extremely clear during our phone call that they only way I would go forward with the refinance is if the credit program was transferred over to the new loan ensuring I would continue to receive the credit on my taxes. Ms. XXXX then emailed me on XX/XX/XXXX at XXXX XXXX stating she had gotten an answer and to contact her via telephone to go over a few things. On that phone call she advised two things. The first being that yes, I could transfer the XXXX to the new loan and that freedom mortgage would be giving me a credit on the closing disclosure to pay to refile the certificate which was XXXX. On XX/XX/XXXX at XXXX XXXX, she then sent the loan documents in which the credit was on them. I then received another email shortly after of a recap from the phone conversation in which Ms. XXXX attached the XXXX application and verified that the XXXX credit was on the closing documents as a lender fee. She advised in the email to fill out the form with my name, phone number, email, property address, and XXXX number and Freedom would fill out the rest in processing. The only form I needed freedom mortgage to fill out and sign was the Tab 6B formthe last of the application. The notary came to my home to sign all the documents XX/XX/XXXX. When he came, I asked him if he had the form to which he did not. He advised I could sign the forms and had 3 days to cancel the loan so if something went wrong with not being able to get the form filled out, I still had the option to cancel. I went ahead and signed because I did not think getting the form filled out would be an issue due to Ms. XXXX already submitting email verification that it was a part of the agreement to the refinance along with all the recorded phone calls. Immediately after signed the loan documents, I emailed Ms. XXXX. I asked for the form and other questions about conventional loans and nothing to do with the XXXX. I had spoken with her over the phone and she asked for me to email her the form and she answered my questions I had. Again, I did not think at this time, I needed to cancel the loan because I was being told the form would be filled out. After some time, I stopped hearing from Ms. XXXX. I left voicemails and never got a returned phone call. XX/XX/XXXX, I called and asked to speak to a supervisor, to which I spoke with XXXX XXXX NMLS # XXXX. She asked for me to send her the email and she would look into it. I forwarded her the email I had sent to Ms. XXXX on XX/XX/XXXX. She responded that she received it and was forwarding it to the serving department and to give it 24-72 hours to get a response. XX/XX/XXXX, I emailed Ms. XXXX and stated I still had not heard back from her and really needed the form filled out. It was then she replied and stated that Freedom Mortgage does not participate in the program anymore. This was told me a little after 2 months of closing and after multiple verbal agreements to sign the forms. I spoke on the phone with her and advised I wanted this looked into and brought up to the department head. On XX/XX/XXXX I emailed asking for a follow up on the situation and she advised she still did not have an update. I spoke with her for awhile on the phone. I asked to speak with someone higher or a complaint department and she refused to provide any information. She stated there really was no one above her I could speak to. After getting nothing resolved, I ended the phone call. This was extremely upsetting to me and I felt unethical as this company agreed to doing something to get me to refinance and then once the papers were signed and it was officialthey kept saying there was nothing they could do anymore and I was just out of luck. On XX/XX/XXXX, I filled a complaint with XXXX in the escalation department. I called on XX/XX/XXXX to follow up and spoke with XXXX XXXX who advised it was still pending investigation. XX/XX/XXXX I called and spoke with XXXX XXXX who advised XXXX was on leave, so she was unable to find anything out. She reached out to the VP of sales XXXX XXXX. I followed up the next week and she advised he closed out the complaint. She also stated she did not believe it was really looked into due to how quickly it was closed out. I requested to speak to someone when investigating the complaint and not one person ever reached out to me as of XX/XX/XXXX. It should be noted that Freedom mortgage records phone calls. The mortgage credit certificate is issued the Texas department of housing and community affairs ( TDHCA ). It allows you to receive a mortgage tax credit of up to XXXX annually as long as the home remains as your primary residence and you pay your mortgage loan, you will be eligible to file IRS form XXXX mortgage credit and claim your non refundable credit each year. Losing this credit means I will lose out on about XXXX of tax credit during this loan. This is unethical and I believe illegal in the way there was verbal contracts about the refinance only being completed on the terms of getting the tax credit transferred. I have all emails listed above if needed. I also wanted to point out that freedom mortgage did service my loan, it was an inhouse deal so all that changed was the interest rate and loan number so stating they no longer participated in the program makes no sense as they were using it on my previous loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I am writing you in regards to my mortgage, I am currently on a Mortgage repayment plan through a Chapter XXXX plan, I need to resolve the issue with unapplied fund beings not being credited to my acct. My payment amount due states that I owe XXXX which is incorrect we have {$2900.00} in unapplied funds, can I please have a itemized statement showing how my payments are being applied and the unapplied funds applied to my account. Thank you, XXXX XXXX Acct XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My concerns are their unfair credit reporting processes. I paid my account within 30 days and my account was never late. However, it was reported late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 35226
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A