Date Received: 2021-01-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called our mortgage company on XX/XX/2020 to ask about a refinance to a lower rate. I supplied all requested paperwork to the representative immediately upon request and was instantly approved. Since then I have been repeatedly asked to submit identical paperwork ( which I have done immediately ) and am still getting the run around about our closing date. I have dealt with several different people and have had a hard time getting a straight answer about what the hold up is. I believe they are stalling on the closing so that we have to continue to pay the higher interest rate. We have a $ XXXX yearly income and good credit. Additionally we are already a customer of Freedom Mortgage and are in good standing so there is no reason why we should be hassled this much about a refinance that was preapproved in a matter of hours. The individual who preapproved our refinance even stated that we are preferred borrowers or some similar term. If this is how preferred borrowers are treated I would hate to see how everyone else it treated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 501XX
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am being charged roughly double for my taxes. Freedom mortgage is debiting {$1900.00} per month for my taxes which are {$6500.00} yearly. This could lead to approximately {$10000.00} more a year than needed by the township. All necessary paperwork has been submitted multiple times via email and fax for close to 4 full months. The continued response is we are working on it with no follow through. We have maintained timely payments but will not be able to maintain if this continues. Our quality of life continues to suffer because of the actions of freedom mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08753
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XX/XX/21 and XX/XX/21 resubmitted documents concerning loss mitigation and unemployment award benefits. I XXXX XXXX use the email that was provided to me by Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33837
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage responded to my XX/XX/21 complaint and said they would no longer have their insurance company send me letters regarding my flood insurance because they agreed my coverage meets the terms of the mortgage. Today, they added a - {$1300.00} to my escrow account for them buying a new flood insurance policy. This makes no sense. They already agreed my flood insurance meets the terms of mortgage.
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: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: on XX/XX/XXXX I signed a series of documents for myself and my wife. It was my understanding that these documents were for the freedom mortgage product titled " IRRL VA Streamline '' that carried an interest rate of 2.6 % and a reduced mortgage payment of {$2900.00}. One of the features of this product that there was no credit check for current freedom mortgage customers. The loan officer confirmed the documents completion and informed me that someone from the company will contact me to finalize. However, on XX/XX/XXXX I received an email from freedom mortgage with my credit report and a denial letter. This of course is confusing because I was not told that my credit was going to be pulled for anything. I attempted to have this issue explained and resolved by other administrative staff of freedom mortgage, but apparently this " denial '' status has essentially removed any support privileges that I have enjoyed in the past as a customer in good standing. I have spoken with a series of departments and so far no one from Freedom mortgage has made any attempt to follow up with me on this matter. After researching the company CEO 's email address, I forwarded my communication to him. The company 's Senior VP sent me an email that day on XX/XX/XXXX accepting the responsibility of addressing my issue and confirmed that someone will contact me via telephone. No one has called me since the issue began on XX/XX/XXXX. In addition, I received another email from the company 's Senior VP on XX/XX/XXXX requesting proof that I have the credit report that they sent me on XX/XX/XXXX. The credit report was sent through a system that houses the company 's documents. When clicking the link, all of the documents that I signed for the IRRL refinance are suspiciously gone and so is the hard credit report pull that was sent to me twice on XX/XX/XXXX, the error states " documents are no longer available ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Dear CFPD, My wife and I took out a mortgage on our home with Freedom Mortgage in XXXX to pay off student loans. Never once missed a payment. In late XXXX multiple notifications were sent to Freedom from the insurance company for renewal. Upon several unanswered replies, the insurance company canceled our policy. We have been able to get 10 notifications sent to Freedom trying to get them to renew the policy from the insurance company and the agent. I have emails from the Sr. V.P. of Freedom stating that they accept they were responsible for failing to make payment. We were uninsured for more than 12 months. We found out while we were making a claim for a frozen pipe burst under our house. Our insurance company stated we were canceled due to non-payment since XX/XX/XXXX. Our loss is greater than {$100000.00} and we are uninsured. We took out a policy and had to pay a premium price much higher than our old one due to the lapse in coverage. Freedom Mortgage has been on notice for 1 week and still have not acted to protect our home. This is 100 % their responsibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2021-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: THEY KEEP CALLING ME AND WANTING ME TO RE FINANCE AND I DONT WANT TO. THEY DIDNT PAY MY INSURANCE AND WROTE ME A LETTER SAYING THAT I SAID I WANTED TO PAY IT ON MY OWN AND I DIDNT NOW I HAVE NO INSURANCE I DIDNT ASK THEM TO BUY MY LOAN PLEASE HELP.
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: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was contacted by Freedom Mortgage to refinance my current FHA mortgage I have with them, my rate would drop from 4.25 to 2.125. In XXXX, XXXX I signed and filed all the completed paperwork. I was scheduled on XX/XX/XXXX to meet with a Notary at my home to sign the new mortgage documents. My XXXX year old daughter who lives with me is a nurse and came down with COVID, I called the Notary and asked if we can meet elsewhere or reschedule due to COVID. She opted to be safe and reschedule. My reschedule date was canceled by Freedom Mortgage due to a {$200.00} issue with my second mortgage. Since XX/XX/XXXX to current, XX/XX/XXXX, I have been emailing and calling my contacts at Freedom Mortgage to get this process completed. I had it escalated to a manager and received a new contact. I spoke with the new contact before XX/XX/XXXX, I emailed & called him for an update on XX/XX/XXXX, today is XX/XX/XXXX and I have not heard from him. My monthly mortgage payment will drop by {$400.00} a month. Freedom Mortgage is costing me {$400.00} a monthly, in total {$1600.00}, by not finalizing my refinancing. Please help, during this COVID year, groceries, food have increased. I have XXXX adult children living with me & could use the {$400.00} extra.
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: 2021-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my house XXXX XX/XX/2020. I have not received my escrow check in the amount of XXXX dollars. I was told that two checks was mailed out to me, however I have not received any of the checks but I have received correspondence from freedom mortgage. I have received mail at my address from this company several times yet every time a check is mailed it never gets to me. I have spoken with nine different employees to include three managers supervisors at this company.It has been 75 days and I have not received my escrow refund from selling my house.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37042
Submitted Via: Web
Date Sent: 2021-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of 2020, we refinanced our VA mortgage loan. The broker who wrote the loan immediately sold the loan to Freedom Mortgage. We had the loan set up for automatic debits on the first of each month. The payments were automatically debited as agreed until XXXX when unbeknown to us Freedom stopped debiting the monthly payments. We learned of this in mid-XXXX when we received a statement noting a " Bankruptcy Notice. '' We have NEVER declared bankruptcy and were stunned. After a considerable amount of effort and being repeatedly told by Freedom they could not discuss the matter, we spoke with someone at Freedom who shared the details of the bankruptcy filing. The names did not match ours, the address did not match ours ( it was in another state ), the Social Security numbers did not match, and the loan number did not match. Despite all of these irregularities, someone at Freedom chose to put the erroneous information into our file and report the fraudulent bankruptcy to the credit reporting agencies. Our credit rating plummeted. And Freedom marked our account as " delinquent. '' They keep taking payment information over the phone but never processing it through our bank, deleted the automatic debit information, and refuse to reinstate it, continue to list our account as delinquent even though they have what they need to receive payment, and refuse to correct the erroneous information conveyed to the credit reporting agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53589
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A