Date Received: 2020-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage I called Freedom Mortgage on XX/XX/XXXX regarding why my mortgage increased because it doubled from last year. I'm not happy and I don't want my credit affected. I Spoke with XXXX and XXXX they request an investigation on why my mortgage increase from {$890.00} to {$1700.00} they said because my taxes has increased in the year XXXX. I told them that was insane how can it increase so much and cause a escrow shortage in the amount of XXXX They both saw mistakes that Freedom Mortgage paid township taxes and I don't live in a township and they paid some other taxes twice. I was told by XXXX ( male ) that someone should get back to me on XX/XX/XXXX. I called on XX/XX/XXXX spoke with XXXX id # XXXX supervisor he gave me the run around and said I'm responsible and I have to pay the monthly mortgage in the {$17000.00} due to their mistake by overpaying and mismanaging the mortgage payments I paid faithfully on time. Freedom Mortgage mismanaged my monthly mortgage payment in which they overpaid and cause my escrow account shortage in the amount of {$6800.00}. They overpaid and they paid Township Taxes twice which I'm confused, because I do not live in a township. Freedom Mortgage over paid in the of $ XXXXin taxes in XXXX and now trying to squeeze me for their mistake. Please see attachments ( letter & escrow disclosure statement ) I sent email message on XX/XX/XXXX and another message on XX/XX/XXXX through Freedom Mortgage Message Center no response. I called XX/XX/XXXX Spoke with XXXX id # XXXX she said she see a note that we should be getting a completion notice by the XX/XX/XXXX that it was sent to a Department that handles issues. As of today we have not received a update or response from Freedom Mortgage. I ask her is there anyone I can email my concerns like a manager she said no Freedom Mortgage Message Center is the only way. I just don't understand how can Freedom Mortgage overpay on taxes and try to scam/squeeze for their mistake they need to fix, recalculate and rectify this terrible mistake. I did call my Local Tax and County Taxes and they said there is no way my taxes would have increased that much. I Thank you kindly CFPB on reviewing my complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX, 2020 I called my insurance company to file a roof damage claim from a storm that occurred in our area. This was a three way phone call with myself, the insurance company and a roofing contractor. Approximately 12 hours later i received a call from my supposed insurance company stating that my policy was cancelled in XXXX 2020 due to non-payment. I was also informed by them that they had contacted my mortgage company ( Freedom Mortgage ) informing them that if payment was not made my policy would be cancelled. Upons multiple conversations with Freedom Mortgage, they told me on several occasions that i do have current insurance, however XXXX XXXX insists that i do not. I have tried multiple times to contact Freedom Mortgage about their failure to pay my insurance premium with no reason or return phone call. We have been without insurance for 5 months, and had i not filed a damage claim i would have never known. Freedom Mortgage refuses to return any of my calls, thus due to their failure to assure that insurance was paid for from our escrow account,, they are responsible for this lapse of coverage,
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: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Our loan was transferred to another loan servicing company - Freedom Mortgage back in XX/XX/XXXX. I reached out to this company first on XX/XX/XXXX to check our loan. Rep stated to call back in regard to loan modification. Called again on XX/XX/XXXX to get update. No update due to still waiting for the documents from previous loan company. I called again XX/XX/XXXX to get update and no update yet. But on both phone call I was advised not to pay and wait for the loan modification to be completed. XX/XX/XXXX called again and still no progress as needed to still receive from previous loan company the complete package, in which I offered to send the copies of the completed package I sent to previous one to use. Rep said yes, send it so they can use it for review. I sent it and Freedom Mtg. received it. Spoke to several Rep when they called us in various dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. In which they kept asking for the same documents that they already receive via XXXX and online. Every time I spoke with different Rep they kept promising that they will make a note that all documents are received and will create ticket to expedite review of loan modification as its passed the 2 months RESPA and want this done. Today, XX/XX/XXXX we received a letter from Freedom mortgage stating they are trying to connect with us with no success. What is going on? We want to resolve this but it seems like Freedom mortgage is loosing not only our documents but also the recorded messages that we been talking to them. Help us to just get this resolved as this is taking a toll on my health. My XXXX XXXX had been going up for the last 3 weeks regarding this. They need to get it together and learn to talk to all departments involve so that consumers are not stressed more.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94519
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Improper use of your report
Subissue: Received unsolicited financial product or insurance offers after opting out
Consumer Complaint: I have a mortgage with Freedom Mortgage Corporation. I contacted them about a refinance and they pulled my credit reports on 6 different occasions without offering a product or service. When I followed up with the company I got bounced around from person to person and nobody replied to my email. I am including my emails to this message. I have an excellent credit score and having 6 inquiries in such a short time is going to affect my credit. I moved my loan to another company after this as I did not sign any disclosures or give verbal approval to run my credit and the six inquiries on my credit would never have been approved if I was not trying to receive a product or service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53150
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, I notice there were two pending withdrawals from our Mortgage Company, Freedom Mortgage from my bank statement. I immediately called Freedom Mortgage to let them know about the two payments pending instead of just the 1 payment. They told me to wait until the payments went through. Then I would need to send them the bank Statement showing the withdrawal. Freedom Mortgage then stated it will take 10 days to return my money back to my bank account. I called my bank, XXXX XXXX in order to stop one of the pending withdrawals. They also told me they could do nothing until the payments went through. Today, XX/XX/XXXX Freedom Mortgage allowed the transactions to go through and withdrew the 2 payments {$1200.00}, instead of 1 payment of {$1200.00}. I immediately had to drop what I was doing and go to XXXX XXXX in order to dispute this transaction. Our reference number can be given upon request or you may contact XXXX XXXX. XXXX did however, return the {$35.00} for insufficient funds. We have tried to Call Freedom Mortgage and was put on hold for almost 1 hour before the call was cut off. My wife even tried to call the Corporate office in New Jersey but they were closed. Due to Covid we have very little savings ; It is Friday afternoon we can not reach anyone at Freedom Mortgage to dispute this. They said yesterday, it will take 10 days for our money to be returned. This is XXXX, ( XXXX ), our grandkids are coming to visit for 3 weeks ; I will not get paid again until XX/XX/XXXX. We are VERY short on funds and we have very little money for food and gas. We can not wait 10 days for Freedom Mortgage to return our funds. We have other bills to pay. These bills are coming due and Freedom Mortgage has put us in a very difficult predicament! Therefore, we CAN NOT wait. We need our fund released immediately!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 851XX
Submitted Via: Web
Date Sent: 2020-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We are trying to get Freedom Mortgage to release the latest deed that was generated back in XX/XX/2020. The original loan officer directed me to their servicing department who in turn tried to forward me to the title company, refinance department, and finally, their closing department who is trying to redirect me back to the loan officer. Every time that I call them, I had to be put on hold in order to talk to multiple agents who tried to help. Sometimes, they even tried to connect me to another loan officer who tries to refinance my loan to another lower rate while I am trying to get the said deed released. At the end, I was being told that the loan was closed out/ cancelled or withdrawn. Then, I have to speak to another department. This entire process is a big waste of time and resources. Not to mentioned that I am being financially deprived of the time and better deals that are available to me. I have notes, dates and several names of the agents that I spoke with regards to this process because I have a feeling that they are going to send me a to a while goose chase!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92113
Submitted Via: Web
Date Sent: 2020-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I fell about XXXX payments behind in earlier XXXX. I was offered a loan repayment option to catch up over the next 4 months leading up to XX/XX/XXXX. In XX/XX/XXXX upon making a payment, the option online was not available, which lead me to call the mortgage company. They explained that I was to return some document that I never received and then provided me a loss mitigation application packet, in which was not received until 2 months later. Once received, the mortgage company began to ask for additional documents that were not part of the requested documents. Additional documents were sent once they were available ( taxes for XXXX & XXXX ), but then the mortgage company requested to resend the loss mitigation packet, additional documents ( such as pay stubs, bank statements ) claiming they were expired and/or outside of their timeline to complete the application. Again, this has been going on since XX/XX/XXXX and here it is XX/XX/XXXX and they are still asking for me to resend documents that they already have. I have been patient, but I am beyond aggravated with the process and the mortgage company! As a XXXX, I can only imagine how many other people, ( Veterans and/or Civilians ) that this company is taking advantage of. This has seriously affected me and my wife 's credit score ( no payment has been made in over 12 months due to lack of this company 's standard process. Please help me! This company should not be servicing our XXXX!
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: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX I applied to refinance my existing mortgage on my property at XXXX XXXX XXXX XXXX NC XXXX. Adviced Freedom mortgage I was retiring on XXXX XX/XX/2020 I really needed to refinance my loan ASAP - they my information and later said they will be closing on the loan in XXXX or XXXX. XXXX Went so as XXXX contacted freedom mortgage they said th etitle company in North Carolina they are working with wants my wife on the loan - I told my wife will not be on the loan becasue she does not reside in the US and she does not plan to move to the US! they replied saying North Carolina law wife is mandated to be on the loan regardless she needs to send a power of attorney for me to sign for her - So she sent me the power of attorney I paid out of pocket - sent it to freedom mortagage and they said the title company wants it in a different format - so my wife sent another power of attorney I gave it to freedom mortgage and the title company - XXXX went by and freedommortgage said they need the original I told them all mail coming in from XXXX is blocked becasue of the COVID wont resume until XXXX - I requested to fnd another title company but instead they closed the loan and said they will have to restart everything - I filed 20 complaints with the company through the 6 month span with my loan office, customer service, loan officer supervisor and the manager of the refinance section, also filed a complaint with the their title company section, and the escalltion dept ..folks on the lower level said they understand my frustration but they dont make the final decision - desicion is made by their managers- they totally shut me off! Now Im pulling money from my savings to supplement paying the mortgage - may have to sell the home - this company needs to checked for fraud they had lied to me that they can not find another title company they also lied saying without the original power of attoney the loan can not be closed. All service members should be warned about freedom mortgage I told them last week if they dont provide a good explanation of why they cancelled my loan and not accepting the fax documents ( power of Attorney ), or waiver the original document, whyy they didnt find another title company - I will report their lack of accountability they pretty much screwed me over with this refinance wasted 5 months when I should have went with another lender! I have email corerspondence - as for call in I beleive they deleted the historical records they cant find some of it - I probably called in more than 20 times I lost alot of money from my saving and these people dont seem to care!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88101
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My loan was sold to Freedom Mortgage a few months ago. I was in the process of refinancing with a dedicated loan officer. During the process, I kept receiving automated calls and direct calls from other loan officers in the same company trying to lower my rate. I ended up cancelling the transaction because I got tired of them calling me. They told me the calls would stop but they continue. Most recently, I escalated to a manager. She started arguing with me on why I should refinance when I simply just wanted them to stop calling me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
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 see multiple 30-60 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02301
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A