Date Received: 2020-11-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have an open loan with Freedom Mortgage, I have been trying to refinance my mortgage. When it came down to the final paperwork, after I had received a higher appraisal they upped my fees. I contacted them about this. They said they had been working on it a long time and they deserved those fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75052
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage took over my acct in XXXX. Prior to XXXX my acct was in good standing. Freedom Mortgage repeatedly placed my payments in unapplied funding acct. Even though the banks confirmed the money had been taken out by the XXXX XXXX refuted the claim and placed me in foreclosure. I have recieve asst from keep your home california {$27000.00} in XX/XX/XXXX. Freedom Mortgage XX/XX/XXXX took {$25000.00} out of my XXXX XXXX XXXX XXXX Acct. Not authorized. They credit themselves the money. Took XXXX monies. Stated I owed all the monies XXXX just gave them. Stated I owed, them XX/XX/XXXX - XX/XX/XXXX. When asked about the XXXX XXXX they stated, that amount did not exist nor the Source. And the only monies they saw was the XXXX they credit themselves out my Personal Credit union acct. I a Loss Mitigation package XX/XX/XXXX. Paid {$2500.00} for 3 months. I Completed loss Mitigation package Trial payments. I notice that Freedom Mortgage had stated I owed XXXX. I notified my attorney XXXX of the discrepancies. He replied, I did my Job you just need to sign the papers. And to make my Payments. I was informed by Freedom of a Surplus of {$2400.00} and {$500.00} that was in unnapplied fundings. I was instructed to pay {$1500.00} XX/XX/XXXX. And Freedom stated they would applied {$500.00} to my mortgage. XX/XX/XXXX, Freedom Mortgage stated, I owed {$4400.00}. The {$1600.00} was not enough to cover the Mortage and it is in unapplied funding.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90220
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My divorce was final on XX/XX/2020. My ex started the refinance process with Freedom Mortgage to remove me from old ( current ) mortgage and reduce his rate. On XX/XX/2020 received email from Freedom Mortgage Marketing Department stating that they were committed to closing new loan ASAP, nothing was needed at this time, but would be sure to contact him immediately should that change. On XX/XX/2020 he received same message. On XX/XX/2020 he received email from XXXX XXXX @ inspire closings regarding per divorce decree, new deed needs to be done and notarized copy needed for divorce payment affidavit On XX/XX/2020 XXXX sent an email asking for clarification of what they need. On XX/XX/2020 XXXX XXXX sent email with attachment with information needed. On XX/XX/2020 he received message from Freedom Mortgage Marketing Department that they have been trying to contact him, there are some things to discuss ASAP. There are many emails back and forth. And looking at the emails my ex has forwarded me, I now figured out what happened. XXXX starts refi under old account # that is our joint #. The account # he has paying the mortgage to since we started our divorce proceedings. Freedom Mortgage then also starts corresponding with him with the " new '' account number of the loan he will have as a single person. XXXX thinks he has been corresponding with Freedom Mortgage regarding the same account # so he's only been responding to those emails to HAS been corresponding. Freedom Mortgage closed the new refinanced account on XX/XX/2020 because he never responded to THOSE emails. Freedom Mortgage refinance system is corrupt. Why are there 2 accounts open at same time, asking for the same information with out referencing the other account #. Why do we have to supply the information twice for EACH account #? Every time we tried to call, we kept getting a different person, calls would go unanswered or go to an answering machine that is never listened too. They never returned phone calls when they stated ( except XXXX XXXX ) unless I made them tell me when they would return my call. The Market Department never made an attempt to call XXXX, they just sent an email saying they were trying to get ahold of him. Freedom Mortgage now says they still can not remove MY name from the mortgage because the refinance did not get completed. They are stating that we need to go through an Assumption process to see if the loan QUALIFIES to have my name removed and it will take 3 to 5 business days to even have the form emailed to me. It is my understanding that once a divorce is final, XXXX is not obligated to refinance to remove my name from the mortgage. We only need to file a quitclaim to take my name off the property. Freedom Mortgage is stating that they can NOT remove my name WITHOUT XXXX refinancing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 564XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: During a refinance an auto payment was made to the existing loan {$1400.00} but was held because the closing had already been scheduled. After the closing Freedom Mortgage couldn't account for that money. I have called multiple times to the servicing and closing departments and neither can reconcile. First they claimed it went to the original loan, then claimed it was applied to the new loan, then claimed it was transferred to escrow, as yet they have not been able to provide a statement that accounts for the missing money. Most recently I spoke with XXXX XXXX Closing advisor Direct line. XXXX. He escalate the request for updated closing and payoff documents more than a month ago. I also spoke with XXXX ID # XXXX and XXXX ID # XXXX each claimed to sending those requested documents but after 2 months neither have, I have requested a supervisor call to resolve and have never received a call back yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was charged interest twice in XX/XX/XXXX, once from my regular autopayment ( XX/XX/XXXX ), and the second from an additional principal payment I sent in on XX/XX/XXXX. This second interest payment that month still has not been applied even though I have called and spoken to agents numerous times. Also, approximately {$300.00} was added to my balance on XX/XX/XXXX for no apparent reason. They have only sent me a pay off statement which I can find online at anytime, not a full accounting which is what I requested.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97217
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Refinanced home mortage with XXXX XXXX. That loan was closed and finalized on XX/XX/XXXX. Freedom Mortgage continues to state that I did not make payment on my loan in XX/XX/2020, as well shows a late payment for XX/XX/2020. The loan was paid in full on XX/XX/XXXX via the new refinance loan. Freedom has reported to all credit agencies that I am currently delinquent on my loan payments when in fact they still owe me overpayment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37801
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a house fire which was a complete loss in XXXX. XXXX XXXX was my mortgage company I had got my first drawl. Then they sold my mortgage to Freedom Mortgage. I was in the middle of getting my second drawl when the mortgage was sold. Freedom Mortgage has not honored what round point was given me. I have tried to fix this with them and I just get the runaround. Now my builder has pulled off and I owe money to the lumber company and other contractors. If things are not paid by the XXXX of next month I will be charged interest for what I owe.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: To Whom It May Concern, I was placed on forbearance from XXXX 2019-XXXX of 2019. This forbearance was given to me due to XXXX which was a tropical storm. I had a conventional loan which states the forbearance can assist me for up to 6 months consecutively. Freedom Mortgage reported to the credit bureau that I have late payments that were over 90 days. These readings are imperatively degrading my credit report. Also, immediately following this 1st forbearance I was placed on the Covid-19 forbearance in XXXX. I had no gaps between the disaster forbearance and the Covid-19 forbearance. It is my understanding that during the 1st forbearance I would be covered for 6 months since I have a conventional loan. I have since paid off my loan in full but now my credit report is reading that for the months of XXXX and XXXX I was over 90 days in late payments. This is impacting my score immensely and it is making it impossible to proceed with a new loan for a new home. I would appreciate your help with this very important matter. Best Regards
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77055
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began my refinance with Freedom mortgage in early XX/XX/XXXX. All documents requested were provided to Freedom Mortgage by XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX I was not asked to provide an additional items and was informed the refinance with moving forward. I had been requesting status by email on the following dates : XX/XX/XXXX, XXXX & XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX and XXXX. A detailed or proper response has not been provided. During this period my wife had no choice but to purchase a new car and take out a loan. However, her income is not being used to process the refinance. I have provided the information regarding the loan but was told an initial credit check was needed. We began this in XXXX and I have not provided any information why the initial credit check was not completed. The other item is an initial title review. The title report was available in late XXXX. Therefore, the initial title review has been delayed over a month. We continue to pay a higher interest rate and are looking for new employment but this is delaying us making any moves to help better our lives.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I used my VA loan to purchase a house in XXXX and was using Freedom Mortgage. I decided to move to XXXX and found a realtor who wanted to assume my loan. After notifying XXXX of my intent to move to XXXX in XXXX and sending Freedom Mortgage the required form with the 3rd party information, I was told that they had him as the person to assume my loan and would send the required documents for us to fill out and then he would have the house and I would be released. We started this process in XXXX of this year and after NUMEROUS phone calls from myself and the realtor to get the required paperwork for the assumption - they never sent the documents. They kept telling me they did but they did not. I made SEVERAL calls to the supervisor as did the realtor and we both complained that our calls were never returned. Now I am in XXXX and am living in a hotel paid for by XXXX XXXX XXXX but will be XXXX as of this friday ( two days from now ) because the XXXX says the house is considered a asset so therefore I do not qualify for assistance and will have to live in my car. ( I am XXXX XXXX XXXX ) This company has been negligent in assisting me in resolving this issue and I need intervention ASAP. I hope you can do something to help me so I will not become a " casualty or statistic '' because of being a single female living in my car. I spoke to the realtor 2 days ago and he is still interested in assuming the loan if they will finish this process. PLEASE HELP!!!!! Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37922
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A