Date Received: 2020-11-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, my husband & I refinanced our VA mortgage through a company called XXXX XXXX. Our home is located in XXXX XXXX, XXXX Our VA refi closed on XX/XX/XXXX using a title company called XXXX XXXX and an attorney called XXXX XXXX XXXX. At the time of closing, {$2500.00} was collected for property taxes due to XXXX County GA where our residence is located. Our rep from XXXX XXXX had informed us that our mortgage would be sold immediately to Freedom Mortgage and that an account number would not be available until late XXXX. I called XXXX back in late XXXX as I had not heard anything from XXXX and obtained my loan number and set up auto payments online. I set the first auto payment for XX/XX/XXXX and this was the first payment made on the new loan. On XX/XX/XXXX I logged into Freedom Mortgage to make sure the payment was applied correctly. I noticed that my escrow balance was only {$510.00}. I knew something was wrong because they collected {$5000.00} for escrow at closing of which part was for the property taxes and part for homeowners insurance. After conversations with Freedom Mortgage and XXXX Country property tax dept. I found out that the same {$2500.00} was disbursed to XXXX County twice. Once by the closing attorney, XXXX XXXX XXXX, on XX/XX/XXXX. The second disbursement was on XX/XX/XXXX by Freedom Mortgage. I discovered the error on XX/XX/XXXX and reported it to Freedom Mortgage both verbally and through their customer service portal that day. The same day I called XXXX County and they verified to me over the phone that they had received two payments and that they had already sent the 2nd payment back to Freedom Mortgage on XX/XX/XXXX. As of today XX/XX/XXXX, I have not been able to resolve this issue. My escrow is now short by {$2500.00} and will be short when my homeowners insurance is due in XXXX. On XX/XX/XXXX when I first alerted Freedom Mortgage to the situation they said they were going to escalate the situation and it had a final resolution date of XX/XX/XXXX. When I called back today ( XX/XX/XXXX ) they said that the date had been moved to XX/XX/XXXX but that the issue was not related to property taxes. I told them I didn't know what else it could be related to. Today I spoke with 5 different reps in Customer service at Freedom Mortgage. My understanding right now is that they do no know if they received a payment from XXXX County but they would escalate the situation. They told me there is a note on my account that was made on XX/XX/XXXX that says the check was issued by the County and was sent to " XXXX '' which I believe stands for XXXX who is their 3rd party that processes property taxes. The last person I talked to was a supervisor in the property tax dept named XXXX. She but could not tell me if the {$2500.00} was received from XXXX County or not. I asked what would have been sent to XXXX unless it was the refund check for the property taxes. She agreed but said there was no check number and that someone would need to call the county and verify they actually sent the check. I told I would have thought that would have been done shortly after XX/XX/XXXX when I first report this situation. Basically my complaints are as follows : 1 ) I can't determine who made the error by sending the check twice. When I first spoke to Freedom Mortgage about this on XX/XX/XXXX they said that the disbursement was not listed on the buyer 's disclosure ( I think that's the document -- it's the document in big print that's for the consumer ). She said only the disbursement to XXXX XXXX to pay off our current mortgage was listed and so Freedom Mortgage could not know that the closing attorney ( XXXX XXXX XXXX/ XXXX XXXX XXXX XXXX had already made the payment on XX/XX/XXXX and that's why they submitted again. She said I should contact the closing attorney. I did contact the closing attorney who came to my house to do the refi and she said that XXXX XXXX sends her the documents and all she does is notarize and sign etc. She said that actual documents are prepared by XXXX and the error was theirs. So, next I called XXXX and spoke to a rep who said that Freedom Mortgage should have known that the funds would be disbursed by the closing attorney as it was listed on the Buyers Final Closing statement. It is listed there but does not indicate when it is to be disbursed. The mortgage is listed on this page as well but was also listed on the buyer 's disclosure so why wouldn't the disbursement to XXXX County be listed on the buyer 's disclosure? So, my complaint here is no one admits to the error yet one occurred. I would like to know where this process broke down. And, if my closing documents are incorrect, I want new ones. 2 ) But certainly my biggest complaint here is the incompetence of Freedom Mortgage. Mistakes happen but their lack of understanding, their lack of documentation, their lack of follow up, their lack of response to emails via the client portal are inexcusable. I should be given a complaint # or ticket number so that an error like this can be tracked and followed through the system. I would expect regular email updates or updates posted to my client online account. They originally told me this would be resolved XX/XX/XXXX but now it's XX/XX/XXXX but the reps can't tell me what it is that is going to be resolved! Every time I call I get a different answer. ( I actually got one rep on the phone today who could not understand the situation at all. She was incapable of understanding what I was telling her XXXX XXXX # XXXX XXXX. I just asked to speak to a supervisor at that point and of course was cut off and had to call back. They have no idea where my {$2500.00} is at this moment yet they have had 28 days to work on the situation. Freedom Mortgage tells me that there is a note on my account that references somebody in property tax verifying that the county sent a check on XXXX. And the same note references sending something to XXXX XXXX but XXXX couldn't tell from the note if it was a check or something else. I said what else could it be? She didn't know and said she would escalate. I asked could we get the person on the phone who made the note and ask them. No, we can't. I asked could we get XXXX XXXX on the phone and ask them. No, we only deal with XXXX XXXX by email. Okay well someone made a note on my account and nobody can explain what it means. Total incompetence. 3 ) Freedom Mortgage is telling me that once they get the funds back it could take 4 to 6 weeks to apply them to my escrow account. Well, they've already wasted 28 days. So guess who is going to have an escrow shortage and have to cough up funds for the homeowners payment in XXXX? Me. 4 ) Last Monday, XX/XX/XXXX I checked Freedom Mortgage again to see if my escrow balance had been corrected and it had not been corrected. At that point I emailed both my mortgage broker at XXXX XXXX XXXX XXXX XXXX and the local closing attorney, XXXX XXXX, asking where they thought the error occurred and how to get corrected closing documents. I did not receive a response. I did not receive a response from XXXX because he has left the company but it did not bounce back. I did not receive a reply at all from the closing attorney. I don't know what's going to happen when my homeowners insurance comes due in XXXX and there is not enough to cover it. I guess Freedom Mortgage is going to ask me for {$2500.00} and that is a big problem. I would love it if the CFPB would contact Freedom Mortgage and light a fire under them. Here is the contact info for everyone involved in this situation : Freedom Mortgage : XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Attorney XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( branch I dealt with in CA ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX, Local Closing Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX 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: 31405
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I wanted to take advantage of the new lower mortgage rates. I contacted my existing mortgage company, Freedom Mortgage, thinking it would be a more straightforward process since they knew of my payment history, etc. This process started on or about XX/XX/2020. A Loan Advisor gave me a mutually agreed rate/term, and I moved forward with the new loan. Numerous calls, many representatives at all levels of ranking in the Freedom Mortgage Corp., 139 emails later, a prior complaint with the CFPB, and I am still fighting the same fight. Mortgage Freedom agreed on many occasions, verbally, in emails, and on legal documents that I signed that they were NOT going to escrow any flood insurance, homeowners insurance, and any other type of account. Plus, there must be many recorded conversations about this as well, since it is their protocol. Nevertheless, when I received my first mortgage statement on XX/XX/2020 ( due XX/XX/2020 ) with the new loan account, they included an escrow amount and required it as part of my monthly payment. I will NOT pay any escrow, no need, I DID NOT AGEED TO, and now Mortgage Freedom is holding me accountable for it? This is wrong, shameful, fraud, misinformation, deception, bait and switch, and a scam. I am determined to expose this bad practice to every authority that governs this process and this institution. Now, I have been an ideal customer. Never a late payment, never a missed payment. And at this point, it is beyond shameful the ordeal Freedom Mortgage has put me through. The hours I have spent, and my time is valuable is inexcusable. I urge you to stop this immediately. Freedom Mortgage must be held accountable for their malpractice and egregious customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a mortgage payoff letter from Freedom Mortgage. After the payoff letter was issued, Freedom imposed a {$30.00} fee for that letter. I closed my mortgage with a different loan company and my HUD-1 statement does not include any such fee for a mortgage payoff letter. Freedom claims ( in a phone call on XXXX ) that since my mortgage was sold to them, that I need to comply with their fees. I had no say in my mortgage being sold to Freedom and should not have to pay any additional fees beyond those that I agreed to when I closed on my mortgage. I am seeking a refund for the {$30.00} fee including lost interest. Thank you for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I contacted Freedom Mortgage in late XX/XX/2020 to start the application process to refinance a loan for my home who I currently have through XXXX XXXX. During the processing cycle of this loan I was working with XXXX XXXX. XXXX XXXX asked my current mortgage lender for a payoff statement. This statement was good until XX/XX/2020. XXXX XXXX added a {$25.00} fee to my next mortgage payment for that payoff statement. Ms XXXX said that we would close before that date. Ms XXXX caused numerous delays due to mistakes and miscommunications causing us NOT to close by XXXX XXXX. A second request was made by Freedom Mortgage which would now be good through XX/XX/2020. However, due to numerous errors on their part, on XX/XX/2020 I withdrew my application and ceased to do business with Freedom Mortgage due to their ineptness and lack of communication between departments. On Monday, XXXX XXXX, 2020 I sent into my XXXX XXXX account and noticed that there was now a {$75.00} fee added to my next mortgage payment. I contacted XXXX XXXX and they stated that the {$75.00} fee was for THREE ( 3 ) payoff statements, two which were requested on XXXX XXXX but going to different fax numbers. Once I learned this I knew that it had to be Freedom Mortgage that did this since I was not dealing with any other refinance mortgages with any other company on that date. I do NOT feel as though I should be responsible for the 2nd and 3rd requests from Freedom Mortgage since it was all due to their inability to " get their ducks in a row '' and get me closed in a preset time frame. I sent an email to Mr. XXXX XXXX at Freedom Mortgage and asked his company to reimburse me the {$50.00} that his company has cost me in additional fees. I also called his office phone number and asked him to contact me. As of this evening ( XX/XX/2020 ), I have not received any responses from Mr. XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29506
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage! I spoke with loan officer XXXX XXXX about going under contract on XX/XX/2020. My initial closing date was scheduled for XX/XX/2020. On XX/XX/2020, I spoke with his assistant to pay for my appraisal. On XX/XX/2020, XXXX XXXX reached out to me about the documents needed for underwriting. I provided all requested documents the same day. He told me how long the process would take and when I should expect to hear back from him. He never reached out so I reached back out to him on XX/XX/2020. He provided me with my Commitment Letter with the list documents needed. I provided all required documents needed within 5 days XX/XX/2020 with the exception of 3 item in which he needed to get further clarification. He emailed that he received the documents and will contact my later that day for more information. That was the last time I heard from him. So from XX/XX/2020 until XX/XX/2020 when I finally received the correct documents needed from XXXX XXXX I was contacting XXXX which is one of XXXX assistants but no one would give her any answers. I also reach out to XXXX XXXX a few times but he never answered. On XX/XX/2020 all required documents needed were provided. Also, during that time on XX/XX/2020 that repairs need to be completed and inspected before moving further. XXXX XXXX was aware of the issue on XX/XX/2020. Due to lack of timeliness and response on behave of the appraiser at XXXX XXXX XXXX and XXXX XXXX we had to push the first closing back until XX/XX/2020. Within that time the appraiser had to come back out a second time which he did on XX/XX/2020. However, he failed to update the lender until XX/XX/2020 causing me to have to push my closing back a second time. Third closing was scheduled for XX/XX/2020. On XX/XX/2020, I was notified by XXXX XXXX that XXXX XXXX was no longer with the company and she needs me to provide all my documents again that I previously provided him. This was three days before my third closing not to mention that I was told that the only thing was missing was the update from the appraiser. I provided all documents the same day and was told that I should have my clear to close by Friday, XX/XX/2020 at the latest Monday, XX/XX/2020. I also reached out to XXXX XXXX the processor that took XXXX XXXX position due to the lack of timeliness of her response to XXXX XXXX. My fourth closing date was scheduled for Wednesday, XX/XX/2020. The next day XX/XX/2020, XXXX reached about needing additional documents regarding a paid collection. The documents were provided the same day. On Monday, XX/XX/2020 I reached out to XXXX XXXX and XXXX XXXX for an update on my clear to close and was told that yet another thing was needed which was an employer verification which could have been completed the week before. I contacted XXXX XXXX to see if it could be expedited due me having to vacate my current living arrangements by Wednesday, XX/XX/2020 and a single mother of three. XXXX XXXX had a very nonchalant attitude with no sense of urgency. Therefore, I reached out to XXXX XXXX on Tuesday, XX/XX/2020 in which she did everything in her power to get the verification completed by noon. She reassured me that I would have my clear to close that afternoon. Here it is Wednesday, XX/XX/2020 and Im being told that Im clear to close, however I wont be able to close until Tuesday, XX/XX/2020. After being initially being told Friday, XX/XX/2020. Im trying to schedule my fifth closing but I cant get a concrete answer on my closing date because no one is responding to myself or realtor. Ive reached out to XXXX XXXX over the course of a few days without any answers. Ive left him multiple messages and have called him over 20 times but nothing. XXXX XXXX has been out of the picture for a whole month and has popped back in and is still no help whatsoever. My realtor reached out via email for answers and tried to escalate my issue, however he refused to give her the proper information and basically told her shes wasting her time because XXXX XXXX is a manager. Instead of XXXX XXXX excepting the fact that they dropped the ball he made excuses and placing blame on others. Ive reached out to the Freedom Mortgage several times and have been transferred over ten times with no answers. Trying to get in touch with the proper individual is impossible. Here I am homeless with my three children and no answer to when Im going to close on my first home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30281
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Each month I pay my mortgage ( on time ), with additional principal. I remit payment with two checks, one from my checking account and one from my XXXX XXXX. My payment due XX/XX/XXXX was ( I mailed payment XX/XX/XXXX ) {$1600.00} I paid : Personal check # 1 : {$1000.00} Personal Check # 2 : {$910.00} I specified on the remit form, as I often do, that the additional {$300.00} should be applied to the principal. I pay this way nearly every month. It has never been a problem and I check my statement carefully each month to ensure this. Freedom Mortgage has not cashed either of the checks I sent. My Freedom Mortgage account page shows the check for {$1000.00} listed as " suspense payment '' and does not show the second check as being received at all. I have called both banks which I wrote checks from and they have no record of them being cashed. I called FM on XXXX/XXXX/20. They were clueless, and promised me a call-back which I have not received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12208
Submitted Via: Web
Date Sent: 2020-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ive been applying and reapplying for loss mitigation with Freedom Mortgage., Ive sent over a dozen loss mitigation packets since XXXX of XXXX, I feel that there loss mitigation maybe a scam. My account was noted national emergency declaration,. Now its back to being delinquent. I was told I had 3 loan modifications already I told them Im a new 1st time home owner. Ive paid my mortgage every month up until my financial loss of XX/XX/2020 in which my mortgage payment became sending in loss mitigation packets. My freedom mortgage loan # is XXXX my FHA case # XXXX. I thought after freedom mortgage apologizing for mixing file up with someone else file about 6 months I thought things would go smoother., I was wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34746
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our mortgage was sold to Freedom Mortgage. Upon transfer, we were immediately contacted by their mortgage broker, XXXX XXXX, who advised that they can refinance our mortgage to a lower rate saving us money monthly, all we needed to do was come off of the COVID forbearance plan. He called relentlessly until we provided the information. We provided them with the documentation necessary and they hit a snag where the previous mortgage company did not provide FHA with documentation to close out our loan properly. We were instructed to contact the previous mortgage company but were not told what was needed and provided a deadline of a week and a half to get the information. Since that time I have been calling XXXX and the mortgage company to get answers but to no avail. He has not returned any of our calls and one of the associates tried to reach him while on the phone with me but received no response. An email was sent to XXXX and his supervisor and we still do not have a response. It seems as if they were trying to get us off of the forbearance plan so that we can pay them and now they will not assist us in getting back on. This feels like a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08873
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid the loan in full on XX/XX/XXXX. An escrow balance of over {$2000.00} was due to me within 30 days, based on the Real Estate Settlement Procedures Act. In late XXXX XXXX XX/XX/XXXX XXXX, I had still not received a check for that amount. I called and they said they sent it ( yeah right ) but would cancel it and send me a new one within 10 business days. Its XX/XX/XXXX and I still have not received a check. The fact that this company can operate is a wonder. This is one of many issues Ive had with this company. They mismanage money and are fraudulent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29036
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My file was never sent to Underwriting and the lender made and requested to amended my ( Home Insurance ) and positioned themselves as the lien holder even though my file was never sent to underwriting. I applied for a VA IRRL Streamline and decision after 45 days of my file being submitted and application completed an email was sent that I had late fees assessed and that was why my file was not submitted to underwriting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33176
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A