Date Received: 2020-12-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/XXXX, I closed on a mortgage for XXXX XXXX XXXX in XXXXXXXX XXXX XXXX. This was a zero-down USDA loan. I have never missed a payment. In XX/XX/XXXX, my husband was laid off due to the pandemic and we accepted the forbearance offered through XXXX. In XX/XX/XXXX, Freedom Mortgage bought our loan. In XX/XX/XXXX, I accepted a position within the XXXX XXXX and a relocation to XXXX, XXXX staring XX/XX/XXXX. I began the process of selling the XXXX XXXX property and my offer on a XXXX, XXXX property was accepted in XX/XX/XXXX. I began the financing process for the XXXX property immediately through XXXX XXXX XXXX, who after evaluating my credit and the property I was buying, believed that a USDA loan was the most appropriate. The sellers of the XXXX property were impatient to sell and initially requested a closing date in early-mid XXXX, but agreed to XX/XX/XXXX. On XX/XX/XXXX, my lending agent XXXX XXXX called with an update. Because of the forbearance status for the XXXX property, underwriting was having a hard time completing the loan for the XXXX property. He believed that if I could provide documentation showing that the forbearance amount could be paid at the end of the mortgage rather than in a balloon sum, and if I had a current loan statement showing my usual monthly payment and indicating that due to the forbearance, I owed {$0.00}, that underwriting would be satisfied and we could proceed. In other words, if I could show that my current mortgage for the XXXX property was responsibly managed. Unfortunately, the statements from Freedom Mortgage are extremely obtuse, stating that my loan is delinquent, that it is in forbearance, that I am not required to pay anything at this time, and that as of the XXXX statement, I owe a balloon payment of {$13000.00}. This is the most recent statement and is attached. I immediately called Freedom Mortgage the same day. I explained the situation and asked for the documentation. I was informed by XXXX that the documentation did not exist. They could not show my payment history, as they had only acquired the loan in XXXX. They could not provide a document showing my regular monthly payment. They could not provide a document indicating what would happen to the missed payments at the end of the forbearance. XXXX advised that the only way to get those documents would be to request to end the forbearance. She advised that this would be a 30-day period of underwriters deciding what my loan and circumstance qualified for, but that of the few options and because I made regular payments previously, I qualified for the desired result of adding the outstanding amount to the end of the loan term ( loan modification ). Once the underwriters had a decision, they could then send me my options. On XX/XX/XXXX, I called XXXX, who agreed to provide me with my statement history through XX/XX/XXXX via email. I still have not received that document as of XX/XX/XXXX. On the same day of XX/XX/XXXX, I called Freedom Mortgage again. I said that I understood the process of ending the forbearance and asked for a document explaining what they had verbally told me over the phone about the process and options. They refused, saying again that it did not exist. I asked for the procedures guiding their forbearance handling and they said that those did not exist. They could not, in any way, demonstrate in writing that I had made my monthly payments properly and could ( not would, just could ) therefore qualify for any given forbearance resolution. They could not give me a written explanation of what they were doing with my loan and how it was being reported to credit agencies. They could give me zero documentation whatsoever aside from the vague language on the website and a broken weblink ( as of XX/XX/XXXX ). The team at XXXX XXXXXXXX XXXX consulted with underwriting and confirmed that the only way for us to move forward would be to switch to a conventional loan and delay the closing period to on or about XX/XX/XXXX, with a 10 % down payment, contingent on the XXXX property closing the first week of XXXX. I am also in the process of completing the significant and legally sensitive financial disclosure and ethics paperwork for my position in the XXXX XXXX. Due to the now-delinquent status of this loan, I now have to claim delinquency on a federal loan which is a mark against my security clearance. As of XX/XX/XXXX, per a phone call with my real estate agent XXXX XXXX, the sellers of the XXXX XXXX XXXX property do not want to wait another month to close and will not sign the addendum. I am now at risk of starting this position in a new state with my family, homeless after the selling of our XXXX house, on a XXXX salary that will not compete for median housing prices in the greater XXXX area and too desperate to negotiate. Freedom Mortgage 's refusal to provide basic and clear documentation has currently cost me approximately {$30000.00} ( including the {$28000.00} quoted to me by XXXX XXXX as my total out-of-pocket for closing ), and even more if I lose the contract on the XXXX property. I will make {$41000.00} in cash after the sale of the XXXX house. I could only afford the XXXX house at {$190000.00} because I would have the cash to make substantial renovations afterward. That renovation amount is now going to a surprise down payment and the cost of temporary housing for my family. Today is also the first day that the webpage that allows me to input my loan number and see possible options has been functional. It too is attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have applied for a refinance with my existing mortgage company. I was approved initially and have been waiting for approximately a month for the final closing. Freedom Mortgage has failed to communicate in any effective manner during this time and finally I called them only to find out my refi was denied for a late payment. Previously my mortgage was handled by XXXX XXXX at which time there has been issues with payments not properly being applied and transferred when the mortgage was sold to Freedom Mortgage. When I discovered this I began working with Freedom Mortgage to address and investigate where the payments went wrong. I provided proof and bank statements showing that I did indeed make all payments on time each month. I was put in forbearance to avoid any negative impacts and give me time to investigate/correct the errors. I have brought my mortgage current while in forbearance and applied for the refinance. I am not being denied with no communication or explanation. The loan officer assigned has refused my call as has his management. I have NEVER been late or missed a payment. I wasted a month trying to refinance with a company that clearly does not care about its customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75023
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in response to a previous complaint that was closed for some reason without resolution. Freedom Mortgage has failed to address my issues. What they have said is false and illegal. I have reached out to a lawyer and reatin him if necessary. Please see below in regards to initial complaint # XXXX with the CFPB. This letter is being sent via Certified mail. This letter is in response to your statement regarding our mortgage and your failure to pay our insurance premium through escrow. What you have stated is false information regarding coverage. I have kept all documentation as well as voice recorded information from Freedom Mortgage stating that I had insurance for said period between XX/XX/2020 and XX/XX/2020. As the responsibility of Freedom Mortgage being said lender, they must not simply " assume '' that we had coverage and had paid for this policy myself as this is why they hold my money in escrow, to pay these bills when they are due, and Freedom Mortgage failed to do so. The responsibility falls on you to assure that their account holders are in fact insured and paid in full and on time. I was never contacted by anyone during this time period to inform me that we were not insured. As stated earlier, we have recorded proof as well as physical documented proof that Freedom Mortgage stated to me that we were insured at the time damage occurred. Additionally, we sent a certified letter to Freedom Mortgage specifically stating that they are NOT authorized to place lender placed insurance on our home and bill us for this, as the lapse of insurance is their fault. I am confused as to how they are pinning this on us. Federal law requires a loan servicer to send notice to the homeowner at least 45 days before it buys force-placed insurance. The servicer must then send a second notice ( a reminder notice ) no earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. ( 12 C.F.R. 1024.37 ). These procedures were not followed, and again we are stating that Freedom Mortgage is in fact responsible for this mistake. One must ask the question, if we are required by Freedom Mortgage to have an escrow specifically for paying insurance and taxes, how do you simply assume that we paid it ourselves? We are asking for Freesom mortgage to either pay the forced insurance in full, provide us with a {$1000.00} deductible that we should have had and assumed if Freedom paid our premium as required. In conclusion, I am expecting a timely response from you regarding my above statements. I will also be requesting any recorded phone calls that were made between myself and Freedom Mortgage. I have contacted the VA regarding this matter. Additionally we have retained legal counsel. The firms contact information is listed below ; they can be contacted via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX Perhaps if Freedom Mortgage fails to remedy this situation, perhaps the court will. Regards, XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX ( XXXX ) XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2020-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My wife and I applied for a refinance with Freedom Mortgage on XX/XX/2020 and the process is to date, incomplete. At the onset, our loan advisor was very helpful in providing the initial loan estimate@ 2.25 %. Once our social security information was forwarded to officially apply with Freedom, all went silent. Both emails and voicemail messages have gone unanswered from the loan officer, the title company, as well as the customer advocates. Once information that is requested has been provided, it somehow gets lost and you are requested to provide the same information again. It is as though, there is an intent to stall. This is absolutely the worst customer service experience we have had. This refinance should have been an easy and straight forward process and it is unheard of for it to take 3 months to be finalized. A streamline normally takes just a few weeks. Freedom has ran our credit twice, moved along to have our insurance update their records with them as the new lienholder ( although the loan has not yet been finalized ). The last successful communication we have received was on XX/XX/2020 advising that they were awaiting title work and approval. Nothing since. If there is an underlying reason for this lengthy process, we have yet to be informed. We have also requested that this issue be escalated to their management team and the staff has refused to forward a contact.
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: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have had my current VA mortgage sold to Freedom Mortgage for servicing and am being inundated with calls and emails to refinance. When I have constantly asked for my name and contact information to be put on a do not call list or restricted call list to not contact as I will not be refinancing my mortgage with Freedom mortgage ever. In a call on XX/XX/2020 @ XXXX XXXX the Freedom Mortgage representative acknowledged that they did not have my name or number on a list and if it was they do not check the list as they only make calls. I alerted the representative that I would be reporting them to the CFPB for constant harrassment and failures to abide by do not call lists
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 31324
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage double charged my escrow account for insurance and has failed to return the money to me despite several attempts. The following is a summary of events during the last several months. All times referenced are Pacific Standard Time. All names are representatives from Freedom Mortgage. XX/XX/XXXX, XXXX I notified Freedom Mortgage that payment for my home owners insurance had not been received by my provider ( XXXX ). I spoke with XXXX and he informed that the wire transfer had not gone through. To rectify the situation, the wire transfer would be canceled and an overnight check would be sent. However, this essential resulted in two charges of {$1200.00} against my escrow account for yearly home owners insurance. XX/XX/XXXX, XXXX I contacted Freedom Mortgage concerning the refund of the original failed wire transfer charge of {$1200.00}. The charge of {$1200.00} was shown in both my XX/XX/XXXX and XX/XX/XXXX mortgage statements. I spoke with XXXX who verified that a double payment was shown in the system. XXXX transferred me to XXXX for further assistance. XXXX explained that she needed to create a task to research the issue, but it would be resolved in two business days. She recommended I call back on Wednesday ( XX/XX/XXXX ) to confirm. XX/XX/XXXX, XXXX I contacted Freedom Mortgage to confirm that the double payment issue had been resolved. I spoke with XXXX who informed me that the prior representative was wrong and that the research would take several more business days. XXXX was rude and completely unhelpful. XX/XX/XXXX, XXXX I contacted Freedom Mortgage again to confirm that the double payment issue had been resolved. I spoke with XXXX who told me to call back in two weeks for another update. I told XXXX that was unacceptable and requested to speak with a XXXX. XXXX informed me that no manger was currently available, but his manager XXXX would call me later that day. XXXX never called. XX/XX/XXXX, XXXX I contacted Freedom Mortgage for a status update on the double payment issue. I spoke with XXXX who researched the issue and determined I needed to be transferred for further assistance. After waiting over half an hour on hold, I was transferred to XXXX at XXXX. In short, XXXX informed that nothing had been done. She stated that the original wire transfer would now be officially canceled by XX/XX/XXXX and that a check for {$1200.00} would be mailed to me in 7-10 business days thereafter. After six weeks of being given the runaround, I no longer have the patience to wait another four weeks to see if Ive been deceived again. Although XXXX appeared to speak in XXXX, I have no faith that Freedom Mortgage will follow through with her plan. I have further concerns that the {$1200.00} would have been, for lack of a better term, stolen, had I not bothered to follow-up multiple times. I know others are not as diligent as I am and Im left to wonder how many others have been stolen from. Im requesting a full investigation into this matter and the immediate refund of {$1200.00}. I have recently refinanced with another lender, so a check mailed to my home address or electronic transfer to my bank is requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I would like to lodge a complaint against a VA Mortgage lender. I have been dealing with one such lender since I applied in XX/XX/XXXX to refinance my current VA mortgage. I have had a VA funded mortgage for years originally with the XXXX XXXX XXXX, then with XXXX XXXX and currently with XXXX XXXX XXXX XXXX. My application to Freedom Mortgage Loan # XXXX was to re-finance at todays much lower rates. This should have been a pro forma refinance mortgage application as nothing has changed since our last mortgage. I was told to expect to close on my new mortgage on XXXX, XXXX. Since then I have been bounced around between them and their title company XXXX XXXX XXXX XXXX. The latter has unearthed an what they claim is an outstanding lien from the year XXXX with XXXX XXXX. That bank no longer exists nor does the lien. I have sent them a copy of the lien release but to no affect. Most recently Freedom Mortgage had informed me that it will now take between 30 and 60 days for XXXX XXXX XXXX XXXX to clear the title to my home of 35 years. How long to process the mortgage beyond that they wont specify. My home that has already been passed through three lending institutions since the date of this bogus XXXX lien. Im helpless to anything more than produce a lien release since XXXX not longer exists. This has caused my wife and I more than an inconvenience, we have been made to pay thousands of dollars in unnecessary interest payments while we have been shuffled around between various members of their ineffectual staff with no end in sight.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06840
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-29
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I am writing in regards to a late payment on my credit report from for XX/XX/XXXX on my Freedom Mortgage account # XXXX opened XX/XX/XXXX, highest balance {$420000.00}. The late payment occurred due to a third-party error. ( See Attached proof ) and my medical condition that its been really difficult, especially by XX/XX/XXXX. On XX/XX/XXXX, I received a payment confirmation from this third party company stating that my payment was successfully submitted. Beginning XX/XX/XXXX, I received a letter from the third-party company stating that they committed an error and my payment did not go through. Before this, I was not even aware that my account was carrying a balance and had a late payment. I immediately made the payment on but by that time I was already marked late. All this happened along with my medical condition. I had XXXX XXXX diagnosis and I was under treatment and I didnt have a job. It was overwhelming. This was a situation that I could not control. Now I have a perfect record of on- time payments. As a courtesy, I am requesting that Freedom Mortgage do a goodwill adjustment and remove the late payment from my record. You have been my bank for a long time, and I hope to continue having a wonderful relationship with your company. Thank you for your consideration. See attached : Medical proof
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2020-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My new loan modification 1st payment was to be set for XX/XX/XXXX. The new loan started in arrears with 2 payment due on XX/XX/XXXX. I emailed them and they said they did not receive the XXXX payment. I told them it was sent in with my closing paperwork via money order. I had to provide a copy of the money order. Then they found it. But the past due for 1 month did not disappear. But then stated that is was due for XXXX. I never received instructions or a bill for the month of XXXX. I was in between trial periods. I said I would pay it if it is truly due. I asked for an invoice, Then, they claimed it for a returned payment in XXXX I asked for documentation showing the account number etc. They never provided such documentation. Nor did I make any payment in XXXX as it was paid via a money order. There was no payment to be returned. They lie. I have been trying to get this resolved since XX/XX/XXXX. Please remove this fake after the fact charges and all late fees associated with it. I wrote them back with this information 16 days ago and I have not heard back. If I truly owe the money for my mortgage then give me an invoice! Stop changing the story. I have all the emails documented -- let me know if you need them
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The company Freedom Mortgage duplicated my tax assessment and payment on XX/XX/2020. After notifying them on. Inertia phone calls they finally acknowledged the error, but will now not update my escrow payment. Every time I make contact they push back the target date for this to be updated. If the shoe were on the other foot Id be in foreclosure, but they are allowed to do whatever they want. They never call me back and never follow through with resolution promises.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 503XX
Submitted Via: Web
Date Sent: 2020-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A