Date Received: 2021-01-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XX/XX/XXXX Started application for refinancing home loan with current lender, Freedom Mortgage, to lower interest rate.I turned in all the necessary documents requested. Spoke with XXXX XXXX XXXX XX/XX/XXXX : Was told that lender officially accepted the application has started processing loan. Was told that will be closing late XXXX or early XXXX. XX/XX/XXXX : Was told that I was assigned to XXXX XXXX, customer advocate to assist with the processing and would be the contact person. XXXX. XXXX : Turned in all documents requested promptly including Quit Claim Deed and divorce decree. XX/XX/XXXX : Upon inquiry was told that no document is needed. XX/XX/XXXX : Was told that I need to turn in again signed Divorce Decree for title review. XX/XX/XXXX : I found out that XXXX XXXX has not provided Title Department of updated Quit Claim and Divorce Decree. I turned it in myself to Title. XX/XX/XXXX : By this time, it was more than 45 days since initial loan application. Was told that they need home insurance info but I told them that I am using current insurance and they have information available at their escrow dept. XX/XX/XXXX : I provided insurance contact information to speed up processing. XX/XX/XXXX : Was told I need to provide most current bank statement which I have provided on the same date. XX/XX/XXXX : I was told by XXXX XXXX that he has turned in file to underwriting for final approval. I thought it was already with underwriting since XXXX and they were just awaiting supplemental documents. There is still no information when the loan would close. My concern is that Freedom Mortgage has been hold on with refinancing so that I would continue to pay monthly mortgage at a higher interest rate. By using the current lender for refinancing, I would think that they have all the information they needed except for supplemental documents which I have turned in and don't see any reason why the loan has not been closed yet. I felt it is predatory to kept me waiting when this is a simple refinancing application. I am hoping you would assist and advocate on my behalf. Thank you. XXXX XXXX XXXX XXXX Lender : Freedom Mortgage Account Number XXXX Property : XXXX XXXX XXXX XXXX XXXX, CA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my house and was apparently issued an escrow refund check from Freedom Mortgage. I never received the check. It wasnt until XXXX of 2020 that I received a letter from Freedom Mortgage stating that I had 180 days to cash said check or the check would not be negotiable. I contacted Freedom Mortgage and explained that I did not receive anything. I was told that the check would be cancelled and a new one issued. Almost a month later I called again and I was told that the check is in the mail but the postal service has been backed up. Im starting to feel like they are stalling and just gon na wait this out until XXXX and not pay me my money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 59701
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have submitted a complaint about Freedom Mortgage in the past. I requested an apology, the lowest interest rate available and my fees for my refinance to be waived as they have lied to me several times and I have emails documenting their lies. I requested a personal apology but they thought that their response to the complaint was " good enough ''. I was not given the compensation or the apology that I requested. I have spend over 2 months working on getting this refi completed and have lost out on over {$600.00} that they promised me that I would save. I have spend hours on the phone with this company and they refuse to own their poor behavior. They also sent me a response that was intended for someone else, so they have failed to maintain confidentiality, and even provided me with that person 's personal information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WY
Zip: 82801
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Refinancing with freedom mortgage. I experienced financial difficulties due to the pandemic. I talked to several freedom mortgage financing officers during the months of XX/XX/XXXX through XX/XX/XXXX. The workers are very unknowledgeable about the refinance process. I was given incorrect information each time I called. I co own my house. The other party had not experienced financial difficulties and was willing to remove me from the loan. Again, after talking to several loan officers from freedom mortgage, I was told that the streamline refinance would be the best option but I wouldnt be able to be remove myself during the process. The calls should be recorded and their employees need retraining. I was stuck in a tough situation and didnt see the light at the end of the tunnel with no help from freedom mortgage. I decided to enter the covid relief forbearance in XXXX of XXXX. I thought I would be able to pay at the end of the forbearance. Freedom mortgage sent me several letters by certified mail telling me I was late on my payments. The notices were terrifying and caused me to sell personal items to make the payments. I was terrified of what they would tell me after the forbearance. They reported to the credit agencies that my payment were on time but my payments had increased. ( Not sure if it was because of the interest accumulating ) This caused a decrease in my credit score. During the covid forbearance XXXX XX/XX/XXXX XXXX the co borrower tried to refinance and remove me from the loan but the application was denied. She was told that she couldnt refinance because payments were late during the months we were in forbearance. We were told to wait 6 months. I have a FHA loan through freedom mortgage. I feel this is so unfair. We tried to refinance before entering the forbearance but was given incorrect information by their representatives. Does the Cares act not protect consumers when it comes to refinancing and late payments during a forbearance? We were never late with a payment before entering the forbearance. Why woulda payment be considered late during a FORBEARANCE?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60445
Submitted Via: Web
Date Sent: 2021-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In response to XXXX XXXX XXXX XXXX Customer Service Freedom Mortgage Corporation on XX/XX/XXXX : XX/XX/XXXX About XX/XX/XXXX, I was offered a mortgage modification Trial Period Plan. I was currently behind for payments due in XX/XX/XXXX and XX/XX/XXXX. I fell behind due to a loss of employment from XX/XX/XXXX to XX/XX/XXXX. Though I stived to maintain payments, I sought this as an opportunity to get back on track faster and resume normal payments as currently agreed ; however, this was not necessary on my part, but my wife and I decided to agree to the mortgage modification Trial Period Plan. I received the packet ( dated XX/XX/XXXX ) for the arrangement to make three ( 3 ) monthly payments of {$1200.00} beginning on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. Keep in mind I had to make these payments each month even though in XX/XX/XXXX, I offered to pay for two ( 2 ) months, but was denied to do so by the customer service agent. About XXXX XXXX, I reached out to Freedom Mortgage to discuss future payments and was told to expect a letter in the mail that will explain what the next steps will be. I never did receive a letter to this day about that. In fact, the only thing I received from Freedom Mortgage were monthly statements, and are still received today. I called Freedom Mortgage again in XX/XX/XXXX to make a payment since the option online through the website was not an available option. The letter was again mentioned, however I explained that I did not receive anything other than the monthly statement. The customer service agent explained that since the letter was not received by them from me, that I would then have to complete a loan modification application. I received a letter from Freedom Mortgage ( dated XXXX XXXX XXXX ) indicating that the Modification Documents were Not Returned to them. Again, up until XX/XX/XXXX, all the documents that I have ever received from Freedom Mortgage were monthly statements. I also received a letter from Freedom Mortgage XXXX dated XX/XX/XXXX ) indicating that they have not received loan payments for the period of XX/XX/XXXX through XX/XX/XXXX and that my loan is now in default, despite completing the mortgage modification Trial Period Plan from XX/XX/XXXX to XX/XX/XXXX. On XX/XX/XXXX, I reached out to Freedom Mortgage to inquire about a loan modification packet, which I still did not receive, and discuss payments with XXXX, employee ID # XXXX. Again, I requested to make a payment, but was denied to do so ( even though I received a letter dated XX/XX/XXXX requesting for a payment in the amount of {$13000.00} ) by XXXX since I was entering a loan modification. I finally received the loan modification packet on XX/XX/XXXX. On the envelope, it listed Return To Sender and had a stamp indicating Attempted, Not Known by the United States Postal Service ( USPS ). My wife and I completed the application on XX/XX/XXXX and returned it back to Freedom Mortgage. On XX/XX/XXXX ( XXXX HST XXXX HST ) I received a call from XXXX, employee ID # XXXX requesting for additional documentation. I received another call on XXXX, XXXX, XXXX from XXXX, employee ID # XXXX, also requesting for additional documentation which was weird because I had just spoke with XXXX, employee ID # XXXX, on XX/XX/XXXX ( XXXX HST-XXXX HST ) of the documents requested and explained why they were not available. Of the missing documents were taxes for the XXXX calendar year of which I did not file since there were delays from the company that normally completes it, and then with the XXXX calendar year taxes were delayed as well due to the COVID-19 pandemic, shifting my appointment to early XX/XX/XXXX. I submitted an email indicating that as well on XX/XX/XXXX, however, it was requested on XX/XX/XXXX that I submit the email with a wet signature, and then return it via email. On XX/XX/XXXX, I was asked to submit a wet signed letter via email to explain why I did not currently have an updated rental agreement of the rental property ( XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX ). It was at this point I began frustrated of the repetitive issues that were already addressed and requested that an XXXX Officer/Manager/Supervisor contact me going forward. I received several calls from Freedom Mortgage employees going forward ( XXXX, ID # XXXX ; XXXX, ID # XXXX ; XXXX, ID # XXXX ; Ms. XXXX ; did not give ID # ; and XXXX, ext. # XXXX ). It was the call from XXXX XXXX on XX/XX/XXXX of which she indicated that she is a supervisor and will be personally handling my application. Ms. XXXX told me that she would follow back up with me on Tuesday, XX/XX/XXXX as she noticed all the documents that were indicated as missing have been received and consult with the underwriters to see why there is an ongoing delay. I never did get that call. Instead, I figured Ms. XXXX needed more time, so I waited until the following week to call for an update. Ms. XXXX mentioned that some of the documents that were submitted have now become out of date and that I would need to resubmit them. I resubmitted the entire packet and updated documents via email to Ms. XXXX Freedom Mortgage email ( XXXX ) and to the customer service email group ( XXXX ) on or about XX/XX/XXXX. I again received a letter from Freedom Mortgage ( dated XX/XX/XXXX ) indicating that there were still missing documents of which I sent in. I continued to reach out to Ms. XXXX only to receive little to no support and then eventually a closed response via email and phone calls after XX/XX/XXXX. I received correspondence confirmation letters from Freedom Mortgage on XX/XX/XXXX and XX/XX/XXXX. Again, I was contacted via telephone of missing and/or out dated documents. Again, I returned the complete application and resubmitted documents via email on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and lastly faxed ( ( XXXX XXXX XXXX ) the application on XX/XX/XXXX. I did receive a phone call on XX/XX/XXXX requesting yet again for the documents that I just submitted a week prior. Two ( 2 ) letters from Freedom Mortgage did come via USPS indicating the same thing of the phone call, missing documents. I did receive a phone call on XX/XX/XXXX to discuss receiving a payment ( second time this was offered ; first time in XX/XX/XXXX ) of past due amount. I explained that I was being dragged through an ongoing loss mitigation application and then mentioned that I saw that there was a local office in XXXX, HI. The customer service agent then asked if I would like to have a face to face with one of their representatives. I agreed and were told that someone will be contacting me to schedule the meeting by XX/XX/XXXX. That never happened, in fact, another call came on XX/XX/XXXX asking about missing documents, and then when I mentioned about the face-to-face meeting, the customer service agent said well Sir, we are going through a pandemic. My thing is, why offer services you are not able to complete ; hence this loan modification application. The face-to-face meeting could have been executed via XXXX, but again, to this day ( XX/XX/XXXX ) no one has contacted me to schedule the face-to-face meeting. I have tried to call the local office ( ( XXXX XXXX XXXX ) only to leave messages with no answer and/or return call. The customer service agent I spoke with on XX/XX/XXXX also said that the local office may not really be affiliated with Freedom Mortgage, even though it bears the name in two locations ( XXXX and XXXX ) on XXXX, HI. Today is XX/XX/XXXX. My wife and I have been seriously affected by this process from Freedom Mortgage to include but not limited to emotional suffering, credit scores ; which has also been identified on government clearances which could affect our employment in the near future, and confidence of Freedom Mortgage. I cant help to think why something so simple is being dragged through the mud and the feeling that if Freedom Mortgage are doing this to me, a XXXX year highly decorated XXXX Veteran, they are definitely doing this to other Veterans, Civilians and Federal employees. All I wanted were to resume payments in XX/XX/XXXX, but over a year later, the loss mitigation application is still not complete according to Freedom Mortgage. Every time a customer service agent calls, it is always something different that is missing and/or out of date which has become beyond tedious. Ironically, I received a call from Freedom Mortgage XXXX XXXX XXXX XXXX today, ( XX/XX/XXXX ) at XXXX HST , and when answered, no one said anything, they just hung up. This about the fifth ( 5th ) time this has happened within the last years ' time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: HI
Zip: 96706
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I purchased a new home, with the mortgage being held by Freedom Mortgage Corporation ( hereafter, Freedom ). From XX/XX/XXXX through XX/XX/XXXX, this mortgage was kept in good standing, and there were no late payments at any time during this period. In XX/XX/XXXX, I began the process of refinancing my mortgage to take advantage of new, lower interest rates. I applied with XXXX XXXX XXXX XXXX ( hereafter, XXXX ), and my application began processing. As the end of XXXX approached, it became apparent that the application process would not be completed prior to the XX/XX/XXXX due date for my mortgage payment with Freedom. XXXX advised me to refrain from submitting the payment, as it would complicate the closing process. When the processing was not completed by the second week of XXXX, XXXX directed me to not submit the payment, and XXXX would pay any resulting late fees that would occur if the payment was not submitted by XX/XX/XXXX. I was notified by XXXX that the mortgage had funded and closed on XX/XX/XXXX ( refer to Attachment # 1, XXXX Closing Notice ). At this time, I considered the matter to be closed. In XX/XX/XXXX, I received notice that my credit score had decreased more than 100 points, and quickly determined that the reason this occurred was that Freedom had reported a 30-day delinquency in the receipt of the XXXX mortgage payment. I immediately contacted XXXX, who directed me to contact XX/XX/XXXX XXXX. ( hereafter, XXXX ), who was responsible for remitting the full closing value ( including the XX/XX/XXXX late payment fee ) to Freedom. On XX/XX/XXXX, I spoke with XXXX XXXX at XXXX, who informed me that the payment had been made, and XXXX would investigate the situation and reply with an explanation. Having received no response from XXXX, I contacted XXXX XXXX again on XX/XX/XXXX, and asked for an update. On that same day, Apex responded ( refer to Attachment # XXXX, XXXX XXXX XXXX ) that : On XX/XX/XXXX, Apex contacted Freedom regarding the late payment. After speaking with a representative, Apex prepared and submitted a letter to Freedom which was delivered via XXXX on XX/XX/XXXX ( refer to Attachment # 3, Request to Amend/Remove Negative Credit Reporting ). I note that although the letter was submitted to Freedom on XX/XX/XXXX, the letter is dated XX/XX/XXXX I do not know if this was a typographical error by Apex, or if the letter was actually prepared and/or delivered prior to the XX/XX/XXXX date. On XX/XX/XXXX, XXXX contacted Freedom, who acknowledged receipt of the letter, and informed XXXX that a reply would be provided by XX/XX/XXXX. When XX/XX/XXXX failed to update me, I contacted XXXX XXXX again on XX/XX/XXXX, and she informed me that Apex had not received a reply from Freedom, but Apex would call Freedom and discuss the letter that day. XXXX XXXX informed me that she would follow up withXX/XX/XXXX management in one hour of her email to me to provide me a response. She failed to do so, but sent an email to me ( refer to Attachment # 4, XX/XX/XXXXStatus Email 1 ) the following morning, which stated that the letter was under review by Freedom, and that XX/XX/XXXXshould contact Freedom between XX/XX/XXXX XXXX for a response. After receiving no response by XX/XX/XXXX, I contacted XXXX XXXX again, who informed me that she would follow up. In the evening of XX/XX/XXXX, XXXX XXXX sent an email ( refer to Attachment # 5,XX/XX/XXXXStatus Email 2 ) which stated that XXXX at Freedom had informed XX/XX/XXXXthat the request sent by XX/XX/XXXXto Freedom on XX/XX/XXXX ( which I was told byXX/XX/XXXX had been delivered on XX/XX/XXXX ) had not been delivered to the dispute review team until XXXX, and would now not be responded to until XX/XX/XXXX. XXXX informed me that XXXX would be calling back to Freedom on XX/XX/XXXX to learn if Freedom had agreed to remove the negative entry on my credit report. At this point, I expressed my concern and frustration that I was being provided inaccurate and conflicting information, and expected to be notified by XX/XX/XXXX that the situation had been resolved, and the derogatory information would be removed from my credit report. On XX/XX/XXXX, I received an email from XXXX XXXX ( refer to Attachment # 6, XXXX Status Email 3 ) informing me that Freedom had rejected XXXX request to have the derogatory entry on my credit report removed, and that there was no further actionXX/XX/XXXX could take.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83651
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I asked this mortgage company back in XXXX to not pay an insurance invoice cause the premiums changed and they will get a new one in a week. They sent both out of escrow. So they showed I had 2 insurances on my home. I get an escrow analysis and it says my payments going up XXXX dollars a month. Been calling and on the phone every week for a month to get an answer. After I receive a check from 1 of the insurances and pay it back into escrow, they tell me that it shows my insurance is going up XXXX dollars still and thats why my escrow is negative. My insurance is XXXX a year and doesnt need to be renewed till XXXX. But they still show in going up to XXXX. But only they see it. Not my insurance company or the insurance department for the mortgage company themselves. Cant get a clear answer on anything.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32086
Submitted Via: Web
Date Sent: 2021-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I submitted a complaint two weeks ago, # XXXX, it was closed by Freedom Mortgage even though the issue has not been solved. I am submitting a second complaint. I have been pre-approved to refinance my loan, which was to close the first week in XXXX. As of today, my refinancing still has not been finalized. I have escalated three times. I had a closing scheduled today at XXXX which I took a VACATION DAY for and it is cancelled because the notary did not receive final documents. I hope CFPB reaches out to me XXXX to hear my issues before this complaint is closed. This refinancing is costing me {$400.00} a month and a vacation day.
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: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied to refinance our loan back in XXXX to refinance our home loan. After 30 plus days of no response I filed a complaint with CFBP. I heard back from Freedom right away. It has been 60 days now with no contact. I have left a number of messages and sent numerous emails each week requesting updates. I have contact XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I emailed on XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020 and XX/XX/2020. In between all of those emails requesting updates I have left messages. I am at a loss as what the issue is with the loan. We have credit scores over XXXX, we have enough income and the appraised value leaves us with a LTV under 80 %. I would greatly appreciate it if someone at Freedom would contact me and let me know what the issue is with the refinance and more importantly respond to any of the emails/calls. I would never treat a customer in such an unprofessional manner as to how this company has treated us. If they had not already pulled our credit I would have gone with another lender. I don't believe in rate/lender shopping with multiple hard pulls on credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 I received an offer from my mortgage company ( Freedom Mortgage ) to refinance my existing mortgage with them to lower my interest rate and monthly payment. I agreed to do it, provided all information requested and everything went smoothly until it was time to close. I've been calling them since XXXX to find out why I haven't received a closing date and every time they tell me they're waiting on the title company. Spoke with title company on multiple occasions and every time I'm told that my loan had been cleared on their end since XX/XX/XXXX " I have emails to prove it ''. To this day each time I call Freedom Mortgage they tell me they're still waiting on the title company but when I forward the emails from the title company stating they had already cleared the loan since XX/XX/XXXX, I'm told " oh someone will contact you '' an no one ever does. What XXXX me off the most is the fact that I did not solicit this, they called me to offer it to me, and I have perfect credit and never missed a payment. This is why I'm submitting this complaint so that people know what they're getting into when dealing with Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11422
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A