Date Received: 2020-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good morning, I am writing this formal complaint in regards to my mortgage with Freedom Mortgage. I have had this loan since XX/XX/XXXX, originally with XXXX. I filed for bankruptcy in XX/XX/XXXX. It was denied several times and confirmed on XX/XX/XXXX. XX/XX/XXXX, 12 days after Freedom Mortgage bought the servicing rights to my mortgage, Freedom Mortgage filed a motion for foreclosure. An Attorney XXXX XXXX of XXXX XXXX XXXX stated it was withdrawn because I was in Bankruptcy. XX/XX/XXXX Freedom Mortgage Filed another motion to foreclose. On XX/XX/XXXX XXXX XXXX, Legal Assistant with XXXX XXXX XXXX emailed my Lawyers office stating tat the cure had been satisfied. As you can see because the XXXX mortgage statement said I only owed {$1600.00}. As oppose to the {$18000.00} in XX/XX/XXXX statement. XX/XX/XXXX. The Trustee XXXX XXXX started the discharge process and Freedom came back with a cure that they could nopt explain where it was from. The first Monthly Statement after the Chapter XXXX was XX/XX/XXXX. It said balance due of {$4600.00}. I paid {$4800.00}. XX/XX/XXXX Freedom statement did not acknowledge the payment and hasn't since. I have paid all monies owed through the Trustees stated payments to the Chapter XXXX, In the amount 0f {$23000.00}. see attached. AS well as {$600.00} over what shold have bben paid since the cure was acknowledged satisfied on XX/XX/XXXX by XXXX XXXX XXXX. I have all monthly mortgage statements and pay history that I have sent to them. Freedom and XXXX XXXX XXXX refuse to acknowledge that the bankruptcy was paid in full of what was confirmed. The stress from this has been hard on my family. My wife had a XXXX XXXX last month and was diagnosed with XXXX XXXX. The derogatory reporting on my credit report is affecting my professional licensing. Freedom has told me several times that it was fixed and then they move forward towards foreclosure without notification. I have hours of recorded phone calls with Freedoms Call center showing this. They are now threatening me that if I do not agree to a modification at 3 % on a 30 year fixed, extending my loan another 5 years, by XX/XX/XXXX I will go into foreclosure again. So they think I'm worthy of a lower rate of 3 %, which is still .5 % above market pricing on a VA streamline but they still might foreclose. That sounds illegal to me. Please see attachments that validate everything I'm saying
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20120
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Myself and my husband refinanced our current mortgage with Freedom. We decided to stay with Freedom as the process would be easier and it was only to reduce the interest rate. We signed our final papers with a notary on XX/XX/XXXX. The loan was funded on XX/XX/XXXX. Freedom mortgage acknowledges this. But they reported our old loan # XXXX as 30 days late. We were told by Freedom mortgage to not pay XXXX because we would close before the end of the month to which we did. Our new loan # XXXX was effective XX/XX/XXXX with our first payment due XX/XX/XXXX. Not only did Freedom mortgage report us late, but our old loan still shows open. Our credit shows that we have {$780000.00} in mortgages. They have never closed the old loan out. These 2 errors from Freedom Mortgage has severely affected us. As a result of this, 2 credit cards we have have reduced our limits because of this.
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: 2020-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am an existing customer with Freedom Mortgage with excellent credit and have never missed a payment. On XX/XX/XXXX I started a refinance process with them. For the past XXXX XXXX months I must have dealt with at least 8 different persons. I've sent them every document they have asked for 3 to 4 times over. On XX/XX/XXXX I was informed that everything was approved and to call and schedule a day and time for XXXX XXXX XXXX to sign the paper work. I scheduled an appt for noon on XX/XX/XXXX to do this. On XX/XX/XXXX I get an email saying that this appt has been cancelled and that I need to reschedule. I called Freedom Mortgage and set up a second appt for XX/XX/XXXX. Called the title company on XX/XX/XXXX to confirm the appt and was told that they do not have a record of this. Now both times we scheduled an appt a representative of Freedom Mortgage told me that a payment for XXXX and XXXX need not be made. My first payment would be on XX/XX/XXXX. Called Freedom and asked what was going on and could not get a straight answer from them. This morning XX/XX/XXXX I called Freedom and now I'm being told that if I do not make a payment by the XXXX I will be considered late. This is one of the worst companies I have had the displeasure of doing business with. I have worked hard and proud of my credit and I will not let them ruin that because the right hand does not know what the left hand is doing. I would greatly appreciate whatever help you can extend to me. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95404
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX reported me as late on a payment I believe I XXXX they assured me that it was a mistake as I was promised that during the refi process, all late fees will be waived and no late fees would apply. As you can see there was one reported late They assured me that it would be removed and it had yet to be Credit Bureau needs to contact them directly for further information
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
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: This particular account situation that is lately filing on my own credit document has a seriously unfavorable relation to my personal ability to obtain a present loan application. I highly recommend you generate verification that XXXX XXXX has been reported completely in accordance with the Fair Credit Reporting Act regulations, it's really a serious problem to misreport. More confirmation of the aforesaid item too. My proper request must over, I was never 30 days/60 days/120 days late in any of my payments and I'm not greatly tuned in to the date opened so I prefer to ask you be investigated as soon as possible and confirmed to be correct. Thanks!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77074
Submitted Via: Web
Date Sent: 2020-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX XXXX reached out to XXXX and XXXX XXXX regarding a refinance and lower IR. They paid them {$3700.00}. Five payments of {$750.00}. The military said it sounded like it was fishy and it sounds like a scam. The company does not have good reviews and others have said it was a scam. They have been working with a financial advisor through the military. They are looking further into it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 539XX
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXXstarted refinance process with Freedom Mortgage ( lien holder of current mortgage - est savings XXXXmonth ). Provided paystubs. XXXXinformed by lender that app was in underwriting. XXXX-received LOE for my previous address and my mother 's home. Provided same day XXXXXXXX-new estimated saving down to $ XXXXmonth. asked for explanation why the drop. XXXX-I determined I was being charged double for items already in escrow and being paid by current mortgage. Lender determined it was a " mix up '' and savings would be $ XXXXmonth. Did NOT receive any documents to sign indicating $ XXXXmonth savings only indication was via email. Lender never gave further explanation on how this happened. XX/XX/XXXX - cancelled refinance as never received documents to sign showing $ XXXX/month savings. XX/XX/XXXX - called and complained as never heard reason for " mix up '' which would have cost me money in long run had refinance completed. was told rates lower, savings now $ XXXXmonth. XXXXProvided current paystubs as that was what manager told me was needed to get this back on track. Received notification from manager paystubs received. XXXX-received request to esign XXXXesigned docs XXXXreceited LOE for previous address. provided again even though it was provided back on XX/XX/XXXX. XXXXreceived and esigned docs XXXXasked manager why i'm being asked for documents multiple times when already provided. Manager said he would handle that. XXXX-received phone call request for paystubs - were provided on XX/XX/XXXX and manager confirmed he received them. forwarded email that was provided on XX/XX/XXXX to caller. XX/XX/XXXX - request to re-run credit - i declined. lender had all documents needed by XX/XX/XXXX ( XXXX if you count multiple requests and responses for same documents ). XX/XX/XXXX received notification that i requested refinance be cancelled - this is absolutely not the case. Lender could not complete refi process even though they had all documents by XX/XX/XXXX ( XXXX see above ). Credit report expired XXXX. XXXX asked why loan could not be completed, why I was asked multiple times for documents already provided. Asked for lender to do one of the following 1 ) complete re-finance 2 ) remove credit inquiry 3 ) lender to reimburse me the monthly difference ( {$130.00} ) in current loan and refinance amount as they didn't complete refinance though they had all documents by XX/XX/XXXX ( XXXX if you count duplicate request/responses ) XX/XX/XXXX spoke to another manager who indicated a VP would contact me. XXXX - Had not received a response in over two weeks. I noted this refinance should have been completed by XX/XX/XXXX and I have made XXXX and XXXX mortgage payments at higher payment since refinance wasn't completed in time when lender had all documents to do so. Asked when lender will credit my account the missed saving due to them not completing the refinance. as of XXXX I have yet to receive any response nor have I received phone call as I was told on XX/XX/XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30115
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 we entered into an agreement with Freedom Mortgage to refinance our home utilizing an IRRL. From the onset, we discovered that the loan estimate was incorrect, as it included collection of property taxes, when we were not subject to property taxes, due to exemption for XXXX XXXX VA XXXX. We asked to have it fixed, it was never fixed. We were contacted over a period of weeks reference the errors, by underwriting and we provided all the necessary documents and presumed the issue was resolved. We were contacted in early XXXX to set a closing date, XXXX XX/XX/XXXX. At that time we expressed the need to have final disclosure documents. We were assured we would receive them, so we set a closing date, but did not receive final disclosure documents. The night before our scheduled closing we were contacted by the notary and we cancelled closing, based on the fact that we had not received final closing disclosure documents. I placed a call to Freedom Mortgage and was referred to an Escalation Specialist, XXXX XXXX who took our concerns and agreed to have the errors fixed. She asked for a week, and a week turned into months ; no action was taken. In late XX/XX/XXXX, XXXX XXXX, the loan originator reached out to us and said he had received news that we wished to withdraw our loan application. We expressed to him that we had not, and explained we were waiting on Freedom Mortgage to fix the errors we had described. On XXXX XX/XX/XXXX we received notification our loan was approved and that we should schedule closing. Therefore we called to schedule closing. We expressed to the agent that by law we should receive the final disclosure documents no later than 3 business days before closing. We were told by the agent, that it was not by law, it was by request and we needed to request those documents if we wanted them. We made an appointment for closing on XXXX XX/XX/XXXX. Later, we were transferred to XXXX XXXX and placed our request for the final disclosures. She assured us, that we should receive final disclosures by XXXX XX/XX/XXXX and she agreed to call us on XXXX XX/XX/XXXX to go over the disclosures. We did not receive disclosures or a call from Ms. XXXX. On XXXX XXXX we were contacted by the notary, to verify closing. We informed her, that we had not received final disclosures and that we would not be closing on XXXX XX/XX/XXXX, as scheduled. On XXXX XX/XX/XXXX, we sent an email to Freedom Mortgage withdrawing our application to refinance our home loan with their business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78108
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I pay my mortgage online each and every month. Sometimes I pay from from computer and other times I use my mobile device. My mortgage has been paid on time since the first month due. In XXXX of this year, I attempted to make my payment through my mobile device. For some unknown reason and unbeknownst to me, the XXXX payment did not go though. At no point during the month of XXXX was I aware that the payment did not go through properly. I went in to make my payment for XXXX XXXX which I did XXXX and immediately saw on the mortgage companies mobile app that my XXXX payment was late. I was totally surprised and immediately called the company and learned that they did not receive my payment. I then checked my bank account and learned that my payment did not go through. Within one day of learning about this I quickly paid the XXXX payment online which the mortgage company received the XXXX payment on XX/XX/XXXX. I am very protective of my credit integrity and as a result my credit historically has been excellent. I was completely confused as to why the mortgage company did not make me aware that my payment was late or I was about to be late by way of a call or one of many electronic forms of communication. I went back on my online account settings to confirm all my contact information including cell phone and email were correct. I checked to make sure that I had historically received electronic messages from the mortgage company and I did ( although no communication from the mortgage company about the late or potentially late payment ) I received regular email messages from the mortgage confirming payment information. I also, went back to find emails from the mortgage company requiring that I provide my cell and email so that they can electronically alert me about critical payment information. I called the mortgage company and spoke to many reps, supervisors managers and even reached out the the EVP of customer service to explain my situation in attempt to avoid an unfair reporting of the XXXX late payment to the credit bureaus. My reasoning for requesting that they treat this reporting situation with fairness is because I was not aware of the payment did not go through and the mortgage company did not make any attempt to reach me electronically to prevent the situation. The mortgage company refused to accept responsibility for not attempting to reach me electronically even though they do all the time for payment confirmation and marketing stuff but not to prevent a late payment in fairness. At the end I am not debating that the payment was received late. My complaint is specially about the fact that the mortgage company did not attempt to contract me electronically after requiring that I provide them my cell and email for the specific reason to alert me of payment related stuff. I have proof and correspondence from the mortgage company confirming all. After all good faith attempts to work with someone at the company, they did report my payment 30 days late and my credit rating immediately was drastically affected. I then called back again asking they to reverse the reporting to no avail. See attached document confirming electronic messages the mortgage company regularly sends. Also see attached the email where they ask for my personal information so they can, " There may be alerts regarding billing matters affecting your loan ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 086XX
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was contacted by Freedom mortgage several times to do a refinance on my existing home loan. I spoke to two different lenders. The first person I never called back becuase I did not feel that the savings was enough to justify the fees. The several person worked numbers and got to a number that seemed reasonable. I explained that I may not be staying in the home for more than 8 months. After the refi was done I received a check that I did not ask for. I called and they stated this was mine to keep. After I started paying my mortgage I am now told that my payment is increasing over {$100.00} due to an escrow shortage. I feel that I was intentionally mislead about the payment to book the loan and that the insurance was left out to increase the loan after the loan closed. The escrow should have increased {$19.00} per month not over {$100.00} due to a change in insurance premium from {$820.00} to {$1000.00}. I was not willing to close on the loan and pay the fees unless I had substantial savings and I feel that they were deceptive just to get the extra fees. I would have never refinanced the loan for such a small savings monthly. I advised I may not stay in this home several times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28078
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A