Date Received: 2020-12-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 I began the refinance process with multiple lenders in an effort to secure the most advantageous terms. Prior to closing, on XX/XX/XXXX, Freedom Mortgage ( FM ) agreed to match terms of a competitor and include an additional {$500.00} lender credit. On XX/XX/XXXX I closed a refinance with FM. I did not see the {$500.00} credit on the closing documents. I asked FM, prior to signing, how they would resolve this. FM responded, letting me know that they could use the power of attorney included in the closing documents to make the {$500.00} change, or they could send me a debit card for the {$500.00}. Neither of these have occurred yet. On XX/XX/XXXX, after I followed up with FM, they let me know they would send the {$500.00}. On XX/XX/XXXX, after I followed up with FM, they let me know they would send the {$500.00}. I still have not received the {$500.00}, or a lender credit for {$500.00}. The most ideal outcome for me would be to have a {$500.00} payment directly applied to my principal payment. But honestly with all of this " run around '' I'll take the {$500.00} as a debit card, lender credit, or whatever is appropriate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98144
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had my mortgage with Freedom Mortgage and I refinanced with another lender in XX/XX/2020. Freedom Mortgage received the funds to pay off the mortgage on XX/XX/2020. I have funds in the escrow account with Freedom Mortgage that was supposed to be returned to me but that hasn't happened as of XX/XX/2020. I have called their customer service number multiple times regarding the return of my own money but it hasn't been successful. Freedom Mortgage is keeping my own money from me in a time where I need it the most. Due to COVID 19 my household has been relying on my single paycheck since XX/XX/2020. The first time I called inquiring about the return of the escrow was on XX/XX/2020. The representative told me they issued a check via mail on XX/XX/XXXX. I accepted the resolution at that time and waited. I called again on XX/XX/XXXX because I did not receive the check and I was counting on those funds in order to help with the mortgage payment of XXXX. I told the representative about my financial situation and that I needed those funds urgently. The representative told me she would cancel the check that was sent in the mail and place a Stop Payment. Also that the funds could be sent via direct deposit since I used automatic payments to pay for the mortgage and that they have that information on file. I was told to expect the funds in my account within 2 to 3 business days. I did not receive the funds. I called again on XX/XX/XXXX to follow up on the direct deposit and the representative told me that the request to send the funds via direct deposit was denied because it is not something they do and it would go against government regulations to send the funds via any other method but regular mail. I told them that I needed my money back and to please send them via wire transfer or direct deposit and that I tried to look for my rights as a consumer and read that financial institutions have certain amount of days to return the funds but it didn't have restrictions on the method. The representative told me that there was nothing they could do but send another check in the mail. I told the representative that I recently received a letter from Freedom that was dated after the supposedly check issue date. If those letters arrived, it would be reasonable to believe the check should have arrived already and that they have my correct address on file. I accepted the resolution thinking that I would have those funds to cover my XXXX mortgage payment and awaited the delivery of the second check. On XX/XX/XXXX I called Freedom Mortgage again because I had not received the second check in the mail yet. I yet again requested the funds to be returned back to me via wire transfer or direct deposit. The representative told me that he could place a stop payment on the check and follow up with his escalation team to see if there were any other option. He also mentioned that they could not issue the refund via direct deposit. I told him not to place a stop payment on the check yet because the previous times I have called the representatives claimed to have done that already but to please transfer my call to his supervisor. When I spoke with the supervisor she told me the second check HAS NOT BEEN ISSUED. That is when I realized the stop payment on the first check was not even placed yet. I thought the previous representative was offering a stop payment on the second check. The supervisor told me they had to wait 10 business days in order to reissue a new one and also 30 days after they place a stop payment. None of the previous representatives told me about the 10 days to reissue a check they led me on to believe that they were reissuing it immediately. I told her I needed my own money to be returned now. Freedom Mortgage has had the payment in full for the mortgage since XXXX. She mentioned they have meet all regulatory guidelines by issuing a check within 14 days and that it wasn't their fault the check wasn't delivered to me. I asked her again to please send the funds via wire transfer, direct deposit or certified mail with a tracking number. I also told her I could drive to wherever their office was located to pick up the check myself. She declined all of my request due to regulations. She told me she would follow up with me within the next few days once she speaks with another department to see why my check wasn't reissued after the 10 business days. And then they would process the another check via the regular mail. I asked for proof that the check was sent or a copy of the check for my records and she told me I could see my transaction activity. Which I already had access to via their online website and it didn't have any proof that a check was sent in the mail. I told her that I would complain using any possible method. This financial institution is holding my funds hostage for some reason. I don't know if it's because I refinanced with another financial institution or if they are earning interest with my funds. I have no proof they sent any payments except for their word or whatever they modify on their website. They offered me no options for me to retrieve my funds. I could only do what they wanted and as a consumer I am powerless. I have to wait for them to meet whatever obscure guidelines they have, what they mentioned were regulations doesn't hold true to what I was able to research. They keep gaslighting me with different information every time I call. I also noticed they were suspiciously trying to modify their records of my online banking within a few minutes from my last call. I luckily took screenshots of the screen before they were able to modify them. At XXXX the last 3 transaction activity of the account via their online banking noted an entry for XX/XX/XXXX as " Escrow Refunded ''. They charged me on XX/XX/XXXX for Mortgage Insurance ( even though I satisfied my loan on XXXX ) and a undisclosed fee of {$10.00} on XX/XX/XXXX. Later at XXXX an entry was added for XX/XX/XXXX as a deposit of my escrow. And on XX/XX/XXXX an " Escrow Refund ''. That leads me to believe three things. First, they are able to modify the transaction activity in their system at any given moment. Second, transaction activity doesn't serve as proof that they sent the check. Third, they have no inclination to return my funds or to do it with any urgency. If it only took a few minutes for someone to do something in my account, why did no one do anything for the past month? I attached the screenshots in the complaint. Every time I contact them they try to place blame on the postal service which I have never missed a statement from them before and conveniently they do not offer certified mail so there is no proof of when they claimed to have sent me my original funds. Every time I contact them and they say they are going to do something for me it never gets done and there is absolutely no initiative on their end to follow up with me. I am always the one to initiate a call to see what is happening on their end and always find out that what they said they would do has not been done. I don't understand how it is this difficult to get my own money returned to me and I feel sorry for anyone else who is going through this and doesn't even know that they are due a refund. The only reason I knew that I would be getting a refund is because my new financial institution told me about it when I was funding my new escrow account. This has caused me mental distress and financial hardship.
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: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We began the process in late XX/XX/XXXX of refinancing our mortgage through Freedom Mortgage. The Loan Officer was XXXX XXXX NMLS : XXXX Corp NMLS : XXXX By XX/XX/XXXX, we believe we completed all necessary paperwork and provided all needed statements ( including current Mortgage Statement and homeowners insurance declaration page ) After completing and signing all paperwork, I received a message on XX/XX/XXXX that had new signature requirements. My wife and I complied with these signature requirements. On XX/XX/XXXX, I received an email that said, " All set for now, Accepted by processing '' On XX/XX/XXXX, we received and email that said, " Great news. You have a new loan document to review and sign. '' We signed the documents electronically that day. On XX/XX/XXXX, I received an email that indicated we needed to provide our nearest living relative. We provided the information and received a confirmation email to that effect on XX/XX/XXXX. On XX/XX/XXXX, I received an email that said " You new, lower rate offer expires in 4 days! To lock this rate in before it's too late, there are just a few important action items we need to discuss with you as soon as possible. We've tried to reach you over the last few days so please give us a call at XXXX. I called them on XX/XX/XXXX. Unfortunately, they had closed the loan out and said there is no way to open it again. I am concerned about the 4 day deadline when this email was the only communication I received. I received it on a Friday and the loan was closed by the next Wednesday. While I am a veteran, I also am fairly busy in my current position as a school XXXX. A 4 day deadline ( over a weekend ) seems inappropriate. I have since contacted the company, calling them twice and emailing them twice. No one can give me an answer to why the loan was not processed and why it was closed. They must have a number of meetings in this organization because each time I called, the individual who handled my questions put me on hold, attempted to reach the loan representative that processed mine, and returned with they are in a meeting - I will email them with your concerns. I have heard nothing back. I have two concerns : 1 ) The short response time that was given to me and how it was communicated 2 ) This company now possesses personal information including SSN, Address, Date of Birth, and bank account for my wife and I. I would like to be reasonably assured that this was not some type of scam to obtain the information. I would also like some type of communication from Freedom Mortgage on why my loan was closed in the fashion is was. Finally, I would like some retribution - this company was not the only company that I researched when looking into refinancing. I believe the company cost me the opportunity to save over {$30000.00} through the lower rate over the life of the loan with no additional closing costs ( VA approved loan ). This is quite possibly why they chose to close the loan. Without the closing costs, the loan was not beneficial to the company. Any assistance you may provide would be greatly appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IA
Zip: 510XX
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Step 1 : What is this complaint about? This complaint consists of my inability to get my property refinanced with Freedom Mortgage. I have had a mortgage with Freedom Mortgage for almost two years with an interest rate of 4.25. Recently I applied with them to refinance my home. For the last 3 months they have been giving me the run around. The latest thing they have told me is I don't qualify because of a item that shows from XXXXXXXX XXXX. XXXX has told me that this item was discharged 10 years ago. I am seeing my neighbors, who are white getting refinances and home loans who have bankruptcies and foreclosures on their credit report. This leads me to conclude I am being discriminated due to the color of my skin. ( I happen to be XXXX. ) Step 2 : What type of problem are you having? Read above Step 3 : What happened? Read above Step 4 : What company is this complaint about? Freedom mortgage Step 5 : Who are the people involved? Mortgages at Freedom Mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95206
Submitted Via: Web
Date Sent: 2020-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I reached out to my previous broker I bought my home thru to get me set up with refinancing my home under the IRRRL program. Immediately I saw a {$6500.00} increase to my mortgage in his proposal and the interest rate was higher than his competitors interest rate of 1.98 %. I wasnt sure who is getting this money whether it was my broker or if it was the company that they reached out to you to fund the loan. After contacting freedom mortage the company XXXX XXXX reached out to I was informed by XXXX XXXX that I didnt have to pay those fees to get the IRRRL through FREEDOM MORTAGE. I was so happy I made the call to freedom. I was told that I needed to have my original broker withdraw my paperwork for loan so that I could go directly to freedom and save the {$6500.00} that I was being charged. After contacting XXXX XXXX XXXX and telling him and insisting he close my paperwork out. He said he did close out my paperwork. On the XXXX day I called with XXXX XXXX my rep from freedom Mortgage. XXXX XXXX insisted I put everything in an email. I believe XXXX XXXX will continue to push my credit score down I have gone from what he said was a good score of XXXX to XXXX in the short time I began this Refi. I also believe freedom will not go against XXXX XXXX for I am no one and he is a broker. I will never get the best rate available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85392
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Lost or stolen check
Subissue:
Consumer Complaint: On XX/XX/2020, we conducted a real estate closing and wired a payoff to Freedom Mortgage Corporation in the amount of {$460000.00} to payoff loan number XXXX. A duplicate check was erroneously sent to Freedom Mortgage. Freedom Mortgage on XX/XX/2020 and was tendered for payment on XX/XX/2020 in the amount of {$460000.00}. We notified the escalation team of Freedom Mortgage on XX/XX/2020 of the issue and were assured the check would be returned to our firm. Upon being notified of the tendered check we have been in constant communication with representatives of Freedom Mortgage to no avail. Instead, they applied the funds to a different account known as Loan # XXXX On XX/XX/2020 we were transferred to XXXX XXXX at extension XXXX and we were informed that the error of the duplicate payment was resolved and we would receive a wire within 24 hours ( XX/XX/2020 ). The funds were not received and we were unsuccesful in attempting to communicate with Ms. XXXX. On XX/XX/2020, I spoke to XXXX ( ID XXXX ), and he was receptive to my explanation and we were assigned a new escalation member to assist us. The escalation team member that we are currently working with is XXXX ( ID XXXX ) at extension XXXX. She informed me that she reviewed the file and asked for 48 hours to review the matter. On XX/XX/2020, after not receiving any communication from XXXX, I called Freedom Mortgage and spoke with XXXX ( no ID given ) and she was able to connect me with XXXX. XXXX stated that we should be receiving a wire transfer containing our funds for the full amount of {$460000.00} by the end of the business day. Once again, we did not receive a follow up call from XXXX nor did we receive the wire transfer. Today, XX/XX/2020, I contacted Freedom Mortgage again to receive some sort of explanation. I explained the situation to XXXX ( No ID no given ) and she transferred me directly to escalation team member XXXX ( IDXXXX ) who stated she would contact XXXX and have her call us. Please note that these funds belong to our firm and are necessary for the operation of our firm. To date, Freedom Mortgage has acknowledged receipt of the funds but has failed to release the funds or provide any explanation as to why the funds have not been returned to us. The monies belong to our firm and are essential to the operation of our Firm 's service to the public. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ( O ) XXXX XXXX XXXX ( C ) Attachments contain proof of outgoing wire transfer and tendered check
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32750
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I'm currently in the process on refinancing my house and the company that holds my mortgage right now has yet to respond about payoff amount. My new lender as reached out to them two times for the information and I've reached out to them as well. Still nothing back and I should be closing on the XXXX. XXXX has reached out to freedom Mortgage on the XX/XX/2020 and XXXX/XXXX/2020. And I've reached out to them in XX/XX/2020 as well and we still haven't gotten anytime if response from freedom Mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My spouse and I started the Refinance process in XX/XX/2020 with Freedom Mortgage and we were told on XX/XX/XXXX that we could set an appointment to close on the refinance. we set an appointment for the end of XXXX. The closing was canceled without any warning to us. we were set to close again on XXXX XXXX and we signed all our documents. our documents were sent and the Title company XXXX XXXX lost half of our documents resulting in my identity being stolen on top of not being able to refinance in XXXX. It took Freedom Mortgage 2 months to give us a new date to close, we were set to close on Wednesday XX/XX/2020, our closing was cancelled last minute due to the title company XXXX XXXX not having the proper documents to provide. We again tried to close yesterday XX/XX/2020 and once again our closing was canceled last minute due to the exact same reason that the title company could not provide the proper documents. Freedom Mortgage has promised time and time again that they would close my loan in 6 total from the start and it has been almost 7 months of my wasted time and no one can seem to answer any of my question why this is happening.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2020-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I entered into an agreement to refinance my mortgage with Freedom Mortgage ( also my current lender ). They have canceled my closing twice at the last minute due to document problems on their side. I stopped the refinance process with another lender because I believed I had a closing scheduled with Freedom Mortgage. I believe Freedom Mortgage is deliberately delaying the process in order to get my rate lock to expire. Here are the people I have spoken to at Freedom Mortgage XXXX XXXX NMLS # XXXX XXXX NMLS # XXXX XXXX XXXX ( processor ) XXXX XXXX ( escalations ) XXXX XXXX XXXX ( escalations ) XXXX XXXX XXXX ( loan processing manager )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have reached out to Freedom Mortgage via phone and via email regarding in accurate reporting. They were supposed to do a internal investigation but I still to this day haven't heard anything back. Below it the letter I have sent to them too as well. Loan Number : XXXX Payments : XX/XX/XXXX - XX/XX/XXXX I have been a Freedom Mortgage customer since XXXX, and during that time, I have enjoyed my experience greatly. I am writing now to see if you would be willing to make a goodwill adjustment to your reporting to the main credit agencies ( XXXX, XXXX, and XXXX ). I have two late payments on the account that I referenced above that date back to XX/XX/XXXX and XX/XX/XXXX. Since that time, I have been an exceptional customer, paying all my other monthly payments on time. Because of my exceptional payment history over the last 2 years, I would like you to consider removing the late payments from my credit report. I did not intentionally mean to be late on my payments, but due to the unexpended end of my government contract I was out of suddenly out of employment. I also at that time only had one salary in the household. Both payments were last then 30 days late. It does not justify why the payments were late, but rather there to show that these late payments are not a good indicator of my actual creditworthiness. I hope that Freedom Mortgage is willing to work with me on erasing this mark from the reports. I am now knowledgeable and clearly understand the importance of credit history and would greatly appreciate it you could make the adjustment. Also, for the month of XX/XX/XXXX there was an error when processing my monthly payment. My monthly payment that I pay is {$1700.00}. There was an error that the representative actually processed a payment for {$17000.00}. With this being said, there was a correction that was sent credit bureaus but drastically dropped my credit score. My score dropped nearly 100 points. After the credit bureaus made the corrections my scores only changed about 40 points. I am also in process of refinancing with Freedom Mortgage too as well. My application is still on hold as right now due to my credit score dropping. With the credit score the bouncing back to the score it was previously, I am unable to begin the refinance process with Freedom Mortgage. With hopes that you would be willing to adjust the two late payments, this would get me in position to refinance with Freedom Mortgage. I have been satisfied customer in the past and hope to continue a long relationship with Freedom Mortgage, as the credit industry is so competitive. I know how important it is to maintain good relationships with customers, and you have done an exceptional job in my book so far. I hope that you will consider my request and prove, once again, why Freedom Mortgage is heads above the rest. I look forward to your reply.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2020-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A