Date Received: 2020-10-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My home loan currently is serviced by Freedom Mortgage. I have a 60 day locked rate for a steam line IRRRL refinance that expires XX/XX/2020 with Freedom Mortgage. I've had closing dates scheduled and cancled by Freedom on XX/XX/XXXX and XX/XX/XXXX without notice and cancelation was not do to my own negligence. I have reached out several time for the past 3 weeks to the Loan Officer Mr. XXXX, escalation department, my assigned advocate/loan processor XXXX XXXX and customer service without receiving a call back after agent sent inter-office messages in which I was told someone would definitely contact me back. I've left messages on XXXX XXXX a escalation rep at XXXX XXXX several days without response. It appears that freedom is purposely eluding my attempt to close on my refi rate for reasons i am unaware of. Perhaps agents are working from home and not doing their XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State:
Zip: 92585
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been in communication with Freedom Mortgage who is my current mortgage company to refinance since XXXX. I have been giving them the documents they ask for on a timely manner. When I provide them my financial documents that they ask for they keep on coming back asking for the same documents. I keep giving them documents and they keep asking for the same documents. For instance they ask me for my profit and loss statement and ask why lab fees are not listed like they are on my taxes. I explained to them that there is not spot for lab fees on a profit and loss statement. So I provided them an expense report and told them the name of the lab company so they can see the lab fees on my bank statement and expense report. I am on my 3rd profit and loss statement because they other ones are too old now. They always come back and ask about the lab fees which I have explained numerous times. Does it usually take 9 months for a refinance. I would maybe understand if I was asking for money with my refinance but I'm just lowering my rate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 231XX
Submitted Via: Web
Date Sent: 2020-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I spoke to the senior loan officer XXXX XXXX at Freedom mortgage on XX/XX/2020 about refinancing my VA home loan here in XXXX Florida and I told him that I had {$100000.00} that I wanted to put toward the principal of the loan and he agreed that it would be done that way on XX/XX/2020 I received an email to sign some closing statements and upon reading the statement he didn't write the loan statement up to what we had agreed to. He wanted to use my XXXX XXXX dollars to prepay the finance charges upfront over the entire history of the loan and continue to charge monthly interest also instead of putting my XXXX towards the principal I feel that this was very fraudulent and deceitful Behavior buy a mortgage company. I want to put that money to good use because my wife is seriously ill she suffered a massive XXXX massive XXXX XXXX XXXX and she's XXXX and she's 100 % dependent on my care I want to make sure that our monthly mortgage payment is always affordable so that I could keep a roof over her head and financially secure. With her major illness prepaying {$100000.00} finance charges is not putting the money to good use I feel this is very fraudulent Behavior it needs to be dealt with and now I can not contact XXXX XXXX XXXX at all his email doesn't work anymore no one at the company seemed to know who he is.This needs to be investigated to see if other people are being treated this way.The name of the company is Freedom mortgage the address is XXXX XXXX XXXX XXXX XXXX XXXX New Jersey the lender XXXX ID XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX I got behind on my mortgage by {$2800.00}. I asked the mortgage company, XXXX, if I could make payments, and they turned me down. I got calls from lawyer 's offering me to help me get a loan modification. I chose XXXX XXXX out of Florida. I finally sent in all of the information they requested, along with {$2800.00} and, they began to work, I think. After a few months, I received a call from XXXX stating that the loan company accepted the loan modification application. Since the loan company wasn't accepting any payments from me until the @ XXXX dollars was paid in full, months had passed. In another month or two, I received a letter from XXXX XXXX stating that the loan modification did not go through ; no phone call this time. More months had already passed. I got a notification of foreclosure and filed for Chapter XXXX bankruptcy in XXXX. I have been paying on the bankruptcy for four years, and still haven't paid off the delinquent amount, although I have paid to date {$79.00} XXXX. My bills, including the arrears of {$19000.00} were {$68000.00}. My concern is that the mortgage company, Freedom Mortgage, who obtained my contract from XXXX, has placed me on a variable rate loan. When I entered the bankruptcy, I was in a fixed rate loan. I did not authorize, or sign any paperwork changing my rate from fixed to variable. Freedom Mortgage raised my mortgage {$840.00}. My payments were {$850.00} going in, until recently, my payments were {$1600.00}. I received a letter stating that the mortgage has been reduced to {$1000.00}. Is it supposed to just change without my consent? I think once the bankruptcy is over, I will lose the house that I have tried so very hard to keep. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 my husband and I started shopping around for the best qualified lender to conduct a VA IRRL refi loan. In XX/XX/2020, I went online and submitted an application for refinance loan. On XX/XX/2020 I received a phone call from XXXX " XXXX '' XXXX of Freedom Mortgage to complete an over the phone questionnaire for VA IRRRL refi loan and later submit requested documents for the loan application approval. I informed XXXX that I was interested in a mortgage lender that would maintain the life of the loan as part of our decision to consider Freedom Mortgage. I also informed XXXX that we were currently going through XXXX XXXX, but was not happy with their lack of transparency, dual application process, and lack of response time and failure to keep up abreast of our loan status. I requested the loan with XXXX be cancelled and submitted a new application with Freedom Mortgage. On XXXX XX/XX/2020 I sent an email addressing concerns with the loan application. I was informed that the loan application was simply an " intent to apply '' and was needed before they could determine if we qualified for a refi loan. I asked several questions of XXXX that he could not answer ( i.e. use of same credit report since the first was conducted 3 days prior, use of same credit agency to avoid more than one credit check affecting our credit score, assistance with cancelling, transferring and submitting the loan through Freedom Mortgage and if an escrow account was mandatory from the lender if we are 100 % exempt from property taxes and paid our home owners insurance automatically through the same bank we have had for over 20 years. ) XXXX informed me that he would check with his supervisor and get back in touch with me ASAP, which he failed to do. Over the next two weeks I tried contacting XXXX several times to obtain answers with no response. On XXXX XX/XX/2020 I received an email from XXXX XXXX ( Customer Advocate ) requesting personal information. On or about XXXX XX/XX/2020 I called and left several voice messages requesting XXXX contact me to address my concerns and to verify who XXXX was in loan process. During a very brief message, XXXX still refused to address my concerns, stating again he would get back in touch with me soon and that XXXX was now my point of contact moving forward. On XXXX XX/XX/2020, I responded to XXXX 's request to verify personal information, and then proceeded to reach out to her for assistance with my concerns. On XXXX XX/XX/2020 XXXX and I spoke on several occasions addressing my concerns, reviewing the status of my file with her supervisor, and answering my questions to changing the title company to one of my choice and apologizing for the inconvenience I experienced. XXXX and her supervisor were refreshing to work with and regained my faith in the refinance process my availing themselves to help resolve the refinance process! XXXX XX/XX/2020 I received a call from the scheduling department to meet with a notary on XXXX XX/XX/2020. I was informed that the title company was incorrect and therefore had not reflected the changes discussed with XXXX and her supervisor. I cancelled the notary closing appointment and again reached out to XXXX to confirm corrections. She and her supervisor agreed to expedite the file and later informed me the loan was ready for closing but would be delayed two additional weeks if I disagreed with moving forward or changing the title company. I inquired if the escrow account was mandatory and was informed that it would be waived. On XXXX XX/XX/2020 ( 4 weeks later ) XXXX contacted me by phone to inquire of my concerns, I was unable to discuss them at the time and informed him that I would give me a call back at my convenience. On XXXX XX/XX/2020 I contacted XXXX and left yet another message to discuss my concerns and disappointment in his failure to respond to my many attempts to address my concerns, he called and sounded frustrated. He stated, " I am not going over the entire loan estimate sheet with you, if you have questions about something in particular I will go over that but I am not wasting time going over the entire sheet with you. '' I calmly expressed my concerns and suggested someone else assist me since he verbally expressed frustration and irritation. He asked if I had any specific questions. I informed him that I had concerns about the loan estimate sheet due to the figures listed not reflecting changes discussed with XXXX. I inquired if he had spoken with XXXX about the updates and he sounded as if he was becoming aggravated with my comments and questions. XXXX became rude and unprofessional throughout the conversation so I tried to calm him down by suggesting I speak with someone who could kindly go over the details of the loan with me, I suggested we no longer work together and requested his supervisors name and number for assistance. He immediately refused to provide me the name and phone number for his supervisor then hung up the phone on me! I immediately started drafting an email to XXXX to request he be removed from the loan and explain what occurred. Within minutes XXXX called back to apologize for his unprofessionalism. I thanked him and accepted his apology and again suggested it was best for us not to continue the work relationship and to have someone assist me with the loan process. XXXX later sent me an email apologizing for his unprofessionalism along with his supervisor 's email. On XXXX XX/XX/2020 as I was drafting an email to XXXX requesting XXXX be removed from my refinance loan application. I received a phone call from XXXX XXXX XXXX XXXX XXXX 's supervisor ) apologizing on behalf of XXXX and requesting to go over the loan estimate with me. He informed me that corrections to the loan estimate would be resolved and wanted to address my other concerns. I informed him that XXXX and her supervisor were very helpful in addressing my concerns, and resolving my issues. Al stated he was the manager and wanted to know what the issues were. I politely informed him that I was requesting XXXX " XXXX '' XXXX be removed from my loan application due to his unprofessionalism. Al began patronizing me and justifying XXXX 's behavior. I again requested XXXX be removed from my loan application and to receive the assistance of someone else. Al 's conversation went from condescending to forcefully requesting to know who had provided support during the weeks that XXXX refused to respond to my voice messages, and to reiterate Freedom Mortgage policy on an potential escrow account and discounted my others concerns. I nervously ended the call and contacted the Veterans Administration Benefits office to discuss my concerns. I was advised to call Mr. XXXX XXXX back and request his identification number, position title as well as his supervisor 's name and number. I called back and recorded my second conversation with Al refusing to provide the information I requested. I informed him that I felt he was trying to compel me to provide information that had already been resolved so as to avoid processing my loan, causing additional weeks of delay, and to reverse the escrow waiver that was promised. Mr. XXXX stated he had supervision and oversight of the personnel I had been in communication with and would have XXXX or her supervisor contact me with updates on my refinance. On XXXX XXXX my last conversation with Mr. Al XXXX has left me without a point of contact to address my concerns, no communication from AL, XXXX or XXXX 's supervisor ( Al made it very clear that he was going to address XXXX and her supervisor on what he considered " incorrect procedures '' but discounted the lack of professionalism and demeanor demonstrated by XXXX XXXX XXXX. XXXX Al also stated the information would be used to train is office on the policies do 's and don'ts but never addressed the resolution of replacing thee loan officer or completing my refinance. ) Al used forceful tactics to implore me to say XXXX and her supervisor " promised '' me something that was not authorized stating he needed to hear me say certain words in order to get to the bottom of my concerns without ever addressing the concerns. I suggested he listen to the recorded calls and asked if he had spoken with XXXX all of which he denied and stated he didn't have time to go through every email or call concerning issues. Al 's conversation was very unsettling and dismissive from a supervisor seeking resolution for a potential client. I have left several voice messages for Al and XXXX as well as sent another email to XXXX requesting updates with no response. XXXX XXXX sent email to XXXX requesting update status of loan without a response. I continued to call and leave voice messages but receive no correspondence. On XXXX XX/XX/2020 I received an email from XXXX XXXX XXXX unsure of her position ) providing the same information I was given on XXXX XXXX when I spoke with XXXX XXXX. I called XXXX requesting a phone call to discuss my loan application status and other concerns and did not receive a response On XXXX XX/XX/2020 MsXXXX XXXX responded again by email and I again called her requesting she please give me a call to discuss my loan application and have yet to receive a call back. On XXXX XXXX I sent an email to XXXX XXXX request an update on the status of my loan and have not received a response. Meanwhile I made several calls and inquiries with other loan officers and call center agents requesting assistance with resolving the status of my loan. Once they verify the loan number my inquiry leads to unreturned calls, unanswered emails and voice messages and failure to assist with the processing of the loan or an updated status of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76063
Submitted Via: Web
Date Sent: 2020-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am working with Freedom Mortgage on a refi that they have with my existing home. I have asked and called and begged to close on this property. We were schedule to close in XXXX. We decided to move to a 30 year mortgage and were told no problem. We were then threw into a " recovery '' department that does nothing but sit on a file. I have a loan consultant, XXXX XXXX, that we have asked to speak with numerous times and left countless phone messages for with no response. We finally went back thru underwriting were scheduled for closing today XX/XX/XXXX at XXXX. When we had no one show for closing and 1.5 hours later I called to ask why, I was told that closing was cancelled and no one informed me. The reason we were told we were cancel was because we were missing a document. OK, then call and tell me what document or call and tell me we are rescheduling. This is becoming burdensome. I think they say get the cheap interest and then they play you along until they can raise the interest. Interest has dropped since we started this in XXXX and we were told we are locked in until XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77339
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was told to leave my home on XX/XX/2020 because of foreclosure. The company only gave me 30 days to leave the property. I filed a motion for 130 days which I was refuse because I needed time to find a place to live. The company name Freedom Mortgage. If you could help me. I am homeless now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21234
Submitted Via: Web
Date Sent: 2020-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020, I contacted Freedom Mortgage to inquire about a possible refinance of my loan.I spoke with XXXX XXXX. In our conversation, we discussed my eligibility for a lower interest rate and pre-approval.I tentatively agreed to the terms provided over the phone by Mr. XXXX and inquired about the possibility of deferring 2 mortgage payments during the refinance process to assist with some expenses of the recent loss of a family member.Mr. XXXX advised that I could in fact defer those 2 payments if I got all the electronic documentation signed and returned in a timely manner.He stated that if all documents were returned timely that I could skip XXXX and XXXX mortgage payments and that I would be responsible for the refinanced XXXX payment to the new loan. That evening, I received the beginning documentation for the refinance process. I reviewed the documents, signed them electronically, and returned them as instructed. On XX/XX/XXXX, I received a form email that stated that Freedom Mortgage had all documents that were needed and If there were any changes I would be informed right away. On XX/XX/XXXX, I received 2 emails that had loan documentation that needed electronic signatures. One email was for my signature and the other was for my wifes signature.Upon review of the documentation requesting my wife signature, it was noted that my wifes first name was misspelled.I made a call to Mr. XXXX regarding this matter and left a detailed message on his voicemail as he was not available at the time. A week elapsed and on XX/XX/XXXX, just when I planned to call again to check on the status of my refinance I was contacted via email by XXXX XXXX. She requested identification for my spouse to ensure accuracy of the documents and informed my that the next step was to get scheduled for closing. I sent her a scanned copy of my wifes drivers license as she requested. On XX/XX/XXXX and XXXX I was contacted via email by Ms. XXXX. These were updates on status of my refinance.They basically stated that the title company was reviewing the documents and spelling change and that she would call to schedule closing. On XX/XX/XXXX, I wrote an email to Ms. XXXX to get an update. No response was received from her until XX/XX/XXXX. On XX/XX/XXXX, I spoke to XXXX at Freedom Mortgage. It was after general business hours and I was just trying to get an update on my refinance status. XXXX informed me that everything looked like it was progressing but timelines were trending a bit longer due to COVID-19. I was understanding and thanked her for the information. On XX/XX/XXXX, I received an email response from Ms. XXXX. In that email, it was stated that, The title company is currently preparing the deed. I do apologize for the time frame. My manager has escalated the problem. And we are looking for all documents to be completed by the end of the week. I will follow up with you tomorrow. Thank you This was the last communication I received from Freedom Mortgage regarding my pending refinance. I did not feel the need to escalate this situation because I was informed that a manager was already aware and escalating the matter. On XX/XX/XXXX, I contacted Freedom Mortgage as I was prepared to pay my XXXX mortgage bill as previously discussed with Mr. XXXX over two months prior and was informed that I was in a forbearance status and that my refinance was on hold. This was a shock to me as I was never informed of this situation and did not agree to any forbearance plan.Any forbearance action on this loan was executed without my knowledge or approval.I was informed that if I wanted my refinance to continue that I would need to get the forbearance removed.I subsequently worked with a Customer Satisfaction Representative named XXXX ID # XXXX to start an investigation into this matter and work to remove the forbearance from my account. This action was completed as requested and may have additionally harmed my situation as I was informed after, that my refinance would not move forward until I have six months of on-time payments before my refinance would even be considered. Now, I lack the credit protections that forbearance provides as I try to navigate this complex and troubling situation. The act of placing my loan in a forbearance without my knowledge has put me in a difficult and desperate financial situation as I now no longer qualify for refinance. I was misled about procedures and expectations at almost every turn and several calls that have been made to Freedom have gone unanswered and unreturned. This is unacceptable and no way to treat a veteran.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93004
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: Freedom Mortgage continues to FAIL to update their system with my correct contact information. I have received ZERO correspondences that they claim to have sent to me in response to my written requests because these notices are only going to the primary borrower 's physical address that I am not affiliated with. I have begged and pleaded with Freedom Mortgage since XX/XX/XXXXto update my contact information as the secondary account holder to no avail. It has come to my attention from XXXX XXXX that NONE of these mailings are coming to my attention and my request for address updates have repeatedly been ignored, which has consequently damaged my credit report. XXXX XXXX, please update my contact information with your files, and send written responses to my requests to the address that I have provided to your company numerous times. As a consumer I have the right to information on this account and limiting my access to information on the service of this account has cause a great deal of unfair credit reporting. Inaccurate contact information for me does not allow to be aware of or allow me any opportunities to address any discrepancies on the account. The Fair Credit Reporting Act ( FCRA ) is a federal law that protects me as a consumer from unfair practices and credit mishandling.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I submitted a inquiry ( and only inquiry ) about COVID relief and specfically asking if there were retroactive option. Here is exactly what I wrote : " Is it possible to apply COVID relief measures retroactively? To apply a measure starting from and ending on an earlier date in order to mitigate recent past issues? '' Nowhere did I request to have my account put into forbearance. BUT, Freedom Mortgage took it upon themselves to do this without my approval/consent/knowledge. I learned yesterdayXX/XX/XXXXby checking the website that I'm under " disaster mitigation '' and " forbearance ''. ( despite setting up autopay, I must check this website almost every day as this website has had a history of issues, another story for another day ). To reiterate I NEVER REQUESTED forbearance. Freedom did this without my approval/consent. I sent several internal messages I called today, as was told it would be " removed in 5-7 buisiness days ''. That is not good enough, I'm currently refinancing with another better company and this may cause a hangup, and I don't have faith this will be corrected quickly. I never wanted a forbearance, I made a casual inquiry about options. How is this even legal?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02062
Submitted Via: Web
Date Sent: 2020-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A