Date Received: 2020-11-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: freedom mortgage purchased my loan from my previous loan servicer, in XXXX with out my consent. Due to the high interest I am paying, I tried to refinance with freedom mortgage to lower my payment in XX/XX/XXXX. After all required documents were collected, the loan officer I worked with know by the name XXXX told me the higher interest rate than what was printed on their website that day and I did not proceed. In XXXX of XXXX I tried to refinance my mortgage with different bank. By the time I was about close, I was overwhelmed by mails and phone calls from freedom mortgage asking me if I refinance with them, they will match or bit ant interest from any other financial institution and I do not have to pay mortgage origination fee and pay little no closing costs. To take the advantages of offers, I started the process of refinancing with freedom mortgage in the beginning of XXXX. Back then I was told the process will take the maximum of 6 weeks. By believing in them I submitted first round of all required documents to them. Then after, I was overwhelmed by calls and emails from a minimum of 11 people pretending to be all are from freedom mortgage. I submitted all requested documents. After they received whatever they requested for, almost none of them replied to my calls or emails. Now I am in my 8th week since I started the process. While I understand the effects of code 19 pandemic, I consider the process is unfair and discriminatory and most of the people who are involved looked either my coworkers or my neighbors. Is this fair business practice? the people involved are 1, XXXX XXXX XXXX 2 ) XXXX XXXX 3 ) XXXX XXXX 4 ) XXXX XXXX 5 ) XXXX XXXX 6 ) XXXX XXXX 7 ) XXXX XXXX 8 ) XXXX XXXX 9 ) XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80231
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I refinanced my VA mortgage with Freedom Mortgage. I was advised of closing in early XXXX so we halted on paying mortgage. I was advised we would not close until XXXX due to pandemic delays. I went on and made payment XX/XX/XXXX with a late fee, and received email notification of payment. I called Freedom XX/XX/XXXX as I did not see the payment withdrawn from my account. I was informed the payment was unsuccessful which is no fault of my own as I was never notified of this via phone or email. I ended up making a payment in the same phone call that day. I was told we would close in XXXX so I did not make payment for XXXX right away. As days went by I wanted to avoid another late fee so I made a payment XX/XX/2020 and received notification of payment, this time by mail. I was then informed later that same day that I was closing on my mortgage XX/XX/2020 and would not need to make a payment for XXXX which I had already done so. I received a letter in the mail dated XX/XX/2020, stating my XX/XX/XXXX payment did not go through. I did in fact close on XX/XX/2020. I then received a letter by mail dated XX/XX/2020 stating that Freedom did not get payment for XXXX and a late fee has been assessed to my account. After my closing, my credit score went from Excellent ( near 800 ) to Poor ( 620ish ). I contacted Freedom about this and was advised they made notes in their system and that I should contact the creditors. Upon dispute and resolution of this matter, my credit report shows no data available for XX/XX/2020 and also shows I am late 30 days in XX/XX/2020 which is not accurate information by any means, as I closed on XX/XX/XXXX. This is disappointing as I have refinanced twice now with Freedom. I have never missed a payment for anything in my entire credit history and this has severely impacted my ability to move forward with any sizeable financial purchases.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I want to first apologize as this is definitely still a learning process for me. I am truly attempting to understand the things that are not said which creates the hrey space in which some organization operate. In XXXX of XXXX I was on XXXX XXXX and receiving outpatient care. I ended up XXXX in XX/XX/XXXX for a few months and missed a payment. I made the payment but then had some additional medical issues that left me incapable of executing my financial responsibilities. In XXXX of XXXX I applied for a loan modification which was not approved until XXXX. In XXXX of XXXX my house was damaged due to hurricane Florence which was a natural declared disaster. My credit report has been changed several times by Freedom Mortgage until they just put a delinquent status for 4 months XXXX XXXX to XX/XX/XXXX ). During that time I was in a Forbearance, natural disaster and military orders. Do any of these impact how information is reported to the credit agencies? This year I am in a Forbearance however I was current went the Forbearance was implemented yet there is no positive reporting. Is it only negative information that is reported? Please pardon my ignorance
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22030
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my refinance XX/XX/XXXX through XXXX XXXX. My previous loan that was paid off was with Freedom Mortgage. On XX/XX/XXXX I contacted Freedom Mortgage as I had not yet received the {$12000.00} from my escrow balance that I was owed. This is despite already receiving a letter in the mail stating my loan account was paid in full and closed out. That letter was dated XX/XX/XXXX. Upon calling their company I was told that it is sitting in a queue and would take 4-6 weeks to process. I told them that is unsatisfactory to sit on $ XXXX of my money for that long and asked to speak to a supervisor. They stated a supervisor was unavailable and that they would log my complaint and have a supervisor call back. I have yet to receive a phone call and furthermore can not believe this is legal or ethical.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did a streamlined refi that closed in XX/XX/XXXX. On XX/XX/XXXX I was sent a letter by the city saying my property tax had not been paid. I sent an email to Freedom Mortgage on XX/XX/XXXX asking why it hadn't been paid and what happened to the money that was in escrow. No response. A call to the city XX/XX/XXXX to see if the payment had come in since they sent the letter. No payment received. I called Freedom Mortgage on XX/XX/XXXX. Spoke to XXXX. Research should be done by Tuesday, call on Wednesday. Called Freedom Mortgage XX/XX/XXXX. Spoke to XXXX. Completion date is XXXX. That means research should be done that day. I asked for written notification of resolution. On XXXX I received a notice from Freedom Mortgage that I no longer had insurance on my home. This should also come out of escrow. Called my insurance company. Insurance was paid XX/XX/XXXX and was good through XX/XX/XXXX. Called Freedom Mortgage. Confirmed insurance issue was resolved. Asked to be transferred to tax department. Spoke to XXXX. Research was expected to be completed today but there are no notes. XX/XX/XXXX. No response yet. emailed them again. XX/XX/XXXX, no email from them yet. emailed them again. XX/XX/XXXX. Called city to see if taxes had been paid. No. Balance due has increased again because it's late. Called Freedom Mortgage again. Spoke to XXXX. The last note is from XX/XX/XXXX. States they are waiting for Single Source Title to verify payment was sent to the city for taxes. I asked for their number so I could confirm. He stated they did not have that information. I asked to speak to a supervisor. After waiting 20 minutes, the call was disconnected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 99801
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I applied for Loss Mitigation in XX/XX/2020. My Loss Mitigation was approved and I was scheduled to pay my three trial payments in XX/XX/2020 - {$3600.00}, XX/XX/2020 - {$3600.00}, and XXXX XXXX {$3600.00}. After making all three payments, I was told my Loan Modification was approved. This is after calling the company on multiple occasions, and being told that the final paperwork would be mailed to me. I received the final Loan Modification documents on XX/XX/2020, with a payment request date of XX/XX/2020. According to the documentation, the payment was set to be due two weeks before I even received the final paperwork. After calling the company again on several occasions, I was told that the documents would be corrected I spoke to a manager by the name of XXXX Teller ID XXXX, and XXXX assured me that the paperwork would be updated with a new due date of XX/XX/2020, and sent back to me. I spoke to a manager named XXXX Teller ID XXXX on XX/XX/XXXX, and received the exact same message, the final paperwork with the corrected data would be mailed out to me with a corrected date of XX/XX/2020. At this point, the payment is coming due again on XX/XX/XXXX, I make the payment as requested in the Freedom online payment system, and continue to wait on the final documents. XX/XX/XXXX comes around, I make the requested payment in the Freedom online payment system and continue to wait on the final documents. It is now, XX/XX/XXXX and I have not received the final documents. I have called several times, spoken to several people and this seems to be getting nowhere. I also received a letter stating that my loan is being transferred on XX/XX/2020. This has been going on for SIX MONTHS, and I have yet to receive the final paperwork. This is absolutely insane and unheard of, there is no reason that this should be going on for SIX MONTHS. I continue to be transferred to the same people who are not taking the initiative to anything outside of reading the notes that are in the system. I was told that XXXX Teller ID XXXX, was working on the documents and they would be sent out to me in the next 4-5 business days, that was on Wednesday, XX/XX/XXXX, the person who told me that was a manager by the name of XXXX Teller ID XXXX. I have several people who were supposed to call me back and NEVER did : XXXX Teller ID XXXX, XXXX Teller ID XXXX, XXXX Teller ID XXXX, and XXXX Teller ID XXXX. Neither one of those individuals called me back, so I have had to call back into Freedom to obtain information. XXXX Teller ID XXXX was obnoxious and rude and incompetent, and she yelled at me, which is beyond unacceptable. On Thursday, XX/XX/XXXX, according to XXXX Teller ID XXXX, she reached out to her resources as she could not provide me with a name yet provided me with a Teller ID of XXXX, and he was rushing the receipt of the documentation. On my very last phone call to Freedom on Friday, XX/XX/XXXX, I spoke with XXXX Teller ID XXXX and he said that XXXX Teller ID XXXX was the person who was spearheading the completion of the documentation and that a rush was placed out with the vendor. Your company has literally trained your employees to read the notes and that is it. Tell the customers what is in the notes, and do not try to assist beyond that. I am beyond frustrated with Freedom Mortgage and the way this process has transpired. No one should have to experience such dismissiveness, unconcern, and incompetence. I am beyond floored with the realm of unprofessionalism and lack of initiative that I have experienced. Your company offered a service to assist with these trying and very hard financial times, yet you caused me so much more mental anguish, stress, and agony than I had before I applied for the loan modification. This has to be corrected, as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Received a bill from my homeowners insurance asking for payment. Come to find out our home owners insurance company XXXX has reached out to the loan servicer on two different occasions, XX/XX/XXXX and XX/XX/XXXX to pay the home owners insurance through our impound account and the mortgage company has failed to comply, Freedom Mortgage. The premiums on my home owner insurance is for the period of performance XX/XX/XXXX to XX/XX/XXXX. I am currently lapsed in my home owner insurance because Freedom Mortgage has not made the payment. It appears the insurance coverage department at Freedom Mortgage is only open Monday-Friday, but the loan Department is open Monday-Saturday and can not handle making the payments for insurance only work payments for the mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2020-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When the covid19 pandemic happened last XXXX the government pass the law of cares act. One of the law was pass is to allow the homeowner to apply for forbearance on their mortgage without penalty. So I called my mortgage company which is freedom mortgage. I was aprove for forberance for 3 months however the freedom mortgage company wants me to pay those 3 months of mortgage payment after the end of my forbearance. I dont think that deal will be able to help me at all. I really dont want to loss my house. I am one of the people who loss their job because of pandemic.If someone could help me about this matter It will be greatly appreciated thanks you
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08205
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: This complaint is in relation to CFPB Complaint : XXXX I initially filed a complaint because my lender/servicer, Freedom Mortgage, wasn't getting in contact with me about their refinancing programs. Since about the middle of XXXX we've been working towards agreeing to terms and closing on our refinance with Freedom ( after a fair amount of back and forth and rate adjustments/comparisons with XXXX XXXX ). I was told that we'd be closing at the end of XXXX. As of today I have spoken to more representatives of Freedom Mortgage than I thought I would ever need to speak with. I've been continuously sent back to underwriting for errors that Freedom admits to such as not providing {$1500.00} in lender credits as it just " disappeared '' off of loan estimate paperwork. I have now had to pay two additional mortgage payments ( about {$350.00} more per payment than our refinanced monthly payment will be ) for XXXX and XXXX during a pandemic where our dollars are already stretched. I have requested that Freedom Mortgage provide approximately {$700.00} in credits as the loan did not close back in XXXX as promised but have been told I'm already being offered the maximum amount of credits. I have been passed around to various employees and have asked to speak with supervisors and managers with very little success. Most people are nice enough on the phone but have not been able to resolve any of my concerns at at this point I believe they are stalling to close our loan in hopes we go elsewhere. Thanks! -XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97321
Submitted Via: Web
Date Sent: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On or about XX/XX/2020 I contacted Freedom Mortgage and spoke with Loan Officer XXXX XXXX. He sent me an application to fill out ( online ) and requested I also send him a copy of my last mortgage statement and my home owners insurance disclosure page. I did that. After he had collected that info he informed me that he would now be passing off the file to another individual ( XXXX ) in Processing and that I probably would NOT be hearing from him again and that he was also going to be out of the office until XX/XX/2020 because he was going to XXXX with his wife. XXXX contacted me via email and again asked me for the same two documents that I had already sent to XXXX. I informed XXXX that she should already have that info in the file since I had already sent it to XXXX. She said she would reach out to XXXX for it. I sent her back another email telling her that XXXX would be out of the office until XX/XX/XXXX and in order to expedite things that I would just include the copies of the documents she was requesting along with that email. About 5 days later XXXX emailed me and said that XXXX had not yet responded to her request. I sent her back another email asking her if she had checked her emails because I had sent her an email explaining about XXXX not being in the office and that I had also included the two copies of the documents she was requesting. She wrote me back later in the afternoon that " after sifting through my emails, I found yours '' and then thanked me for the documents. A couple of weeks went by and I had not heard a word from Freedom Mortgage so I emailed XXXX and asked what the status was on my refinance loan. She then informed me that there was a problem with my home owners insurance and that I was " under insured '' and that my current policy would not cover the loan amount of {$480000.00} and that she had reached out to my existing insurance company and had asked for new quotes to cover the loan. {$480000.00}???? My loan amount was for approximately {$140000.00}. I immediately email XXXX back and asked " what the XXXX are you talking about? My loan amount is only for {$140000.00} and I am insured for {$160000.00}. Later on that day she emailed me back stating that after going back through my file she found an " accounting error '' and now that it has been fixed she will send my loan to the underwriters. More time lost. Another week or more had passed and I had not heard anything else about my loan so this time I called XXXX and asked what the status was on my loan. She said " let me take a look into your file. '' She then informed me that the underwriters had issued a conditional approval meaning that I needed to clear up a problem with the name of my insurance company. After I explained that both names were the same company she send a " dispute '' to the underwriters and resubmitted my loan to them. Finally I received a phone call from the underwriters telling me that they were set to close and that I needed to download the closing disclosure statement and sign it and return it. At this time it should be noted that when I first filled out the application I requested that they use XXXX XXXX, Attorneys at Law located in XXXX, So. XXXX. On the closing disclosure statement I did see that I was being charged {$680.00} for their services and it was being included in the total amount to be financed. On the day that the underwriters called me for the closing date they informed me that they were dispatching a Notary to my house for the closing. I informed him that I had already made arrangements for my attorneys office to handle the closing and he said " oh, okay, if you want to do it that way ''. I was told that the closing would take place on Friday, XX/XX/2020 at XXXX XXXX. I called my attorneys office to confirm that an appointment had been made and they had no information about a closing for me. The attorneys office offered to call Freedom Mortgage and find out what was going on and get back to me. Freedom Mortgage then told me that my attorney 's office couldn't do the closing on Fri, XX/XX/2020 but could do it on Monday, XX/XX/2020. I agreed with that. This morning Freedom Mortgage called me and said that they needed to reschedule a new closing date. When I asked why they informed me because I had no closing date in my loan file. I explained to them that XXXX from Freedom Mortgage ( expedited unit ) had told me that the closing had been set for Monday, XX/XX/2020 at XXXX XXXX. I had called the Attorney 's office to confirm that and they had. Now Freedom Mortgage is saying that they have no knowledge of this. I am fed up with Freedom Mortgage. It appears as though the left hand does not know what the right hand is doing. As of today I instructed Freedom Mortgage to withdraw me application for a refinance loan with them due to the fact that they are extremely unprofessional, not efficient at all and seem to have a total lack of communications between departments.
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: 2020-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A