Date Received: 2020-10-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I closed on my refinance XX/XX/XXXX and there was set to be {$2800.00} set aside and that portion was to be used to pay for our property taxes for the month of XXXX. However, when taxes became due freedom mortgage did not pay them. Instead, taxes went delinquent and they tried to use the money in my escrow account but it wasnt enough. ( because they already had the money for my taxes from closing ) So the payment didnt go through, freedom finally made a manual payment ( XX/XX/XXXX ) of property taxes 2 months after they were past due. This included a late fee which they are obligated to pay but instead they added it to our escrow shortage they claimed we had because the taxes cleaned our account out. So they made us split up the shortage over a year. For the past year we have been making additional escrow payments because of an error on their end. I can count at least 7 times over the past few months that I have tried to get help with this issue. I was positive that we werent short but not one single representative noticed the error. No matter who I am directed to or who I ask nothing made a difference. Freedom even ran not one but TWO escrow analysis and neither time did they notice the error or the charge for the late fee? I finally got tired of the never ending we understand that not everyones financial situation. The money we have isnt the problem. The problem is that freedom has over charged us on our mortgage for almost a year and had no plans to notify us or even credit us for the fee which is illegal. I cant trust this company with my money and information anymore. This has been the worst home buying/owning experience that I ever expected. No one cared, but they all care to have us pay for a refinance again. Now, on XXXX XX/XX/XXXX we received a mysterious payment from an unknown source in the amount of {$2800.00}. My idea is that someone finally realized the issue and was trying to fix it without us finding out but the damage has already been done. Ive been forced to pay a higher payment during a global pandemic with literally ZERO comprehension on freedoms part. I dont just want my money back but I need freedom to pay for this erroneous error that could have quite literally led my home into a foreclosure. So much for using my VA loan with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have reached out to Freedom Mortgage ( FM ) representatives for 1 year and 6 months with no response and no resolution to unfair credit reporting on my account. Despite several successful disputes with credit bureaus, Freedom Mortgage continues to re-report either an XX/XX/XXXX or XX/XX/XXXX late payment on my credit reports. This account was never late in XXXX nor XXXX of XXXX. Payments were made on the XXXX of every month via ACH deposit. To report XXXX and/or XXXX payments as 30 days late is false. Payments were automatic on the XXXX of every month. The archived statements on this account reflect ACH monies processed and exchanged between FM and my bank. Furthermore, if the amount sent was short of an escrow adjustment it was never communicated to ( me ) the secondary account holder. I did not receive any notices, bills, invoices, or calls regarding any adjustments as I am not the primary account holder. It is my understanding that Freedom Mortgage never maintained accurate contact information for me as the secondary account holder during the life of this loan. This is crucial because I relinquished contact with the primary account holder in XX/XX/XXXX due to a court appointed Protective Restraining Order issued by a XXXX XXXX Judge in response to a Felony Assault Charge. This No Contact order was in place for my safety and I requested FM to adjust my separate information at the time. Communications, if any, made to the primary account holder were not made to me. I have supplied the confidential court documents to Freedom Mortgages customer service email and to the RESPA Written Request Department and have received NO response. My numerous attempts to discuss and resolve this issue have been ignored. I am pleading for assistance, fair credit reporting, consumer protection, and compassion. I am the XXXX XXXX XXXX XXXX and a protective restraining order was in place against the primary account holder during this time to protect me from further XXXX and XXXX. I am asking for Freedom Mortgage to have the compassion to permanently adjust the 30 Day late marks they continue to re-report on my personal credit reports and reflect them as current OR relieve me from their continued reporting all together. Since this account is classified as a mortgage account these derogatory marks are negatively impacting my chances at applying for safe housing, mortgage loans, and refinancing, for the next 7 years. I have mailed all the documentation to support my claim along with my contact information several times to FM, I can supply again if asked, and I would greatly appreciate the opportunity to resolve this issue. Please contact ME, as I am not in contact with the primary account holder.
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: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: we have AUTO PAY to pay our mortgage payment each and every month..our mortgage company FREEDOM MORTGAGE has taken their payment every month without a hitch. however recently they reported to the credit bureaus that my XXXX and XXXX payments were both 30 days past due! how can i be late when freedom TAKES their payment directly from my bank..fyi..my bank and my on line freedom account both clearly show these ( and all ) payments paid on time ( XXXX on month ) ... my fico was XXXX before this..it has taken a big hit ... we did not get to a XXXX fico score by making late payments ... freedom insists their info is correct ... ..this is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I recently paid off a mortgage loan with Freedom Mortgage. Freedom mortgage charged me for 11 payoff statements in the course of 4 months. Several payoff statements in the same day at {$30.00} each for a total {$330.00}. I called to complain when I received my mortgage statement that it was excessive and there is no reason to charge me for multiple payoff statements in one month and multiple in the same day. They really could care less. They have my money and the loan is paid in full. I want my money back. I am good with two payoff statements, maybe even three. But, the gauged me and I have no recourse with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92026
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: In XXXX of 2020 I r equested to apply for a refinance on my mortgage with Freedom Mortgage. They warned it may take several months to hear back from them because they were overwhelmed with all the requests they were getting. In XXXX I received my monthly bill and noticed a charge of {$470.00} was put on my account. When I called to inquire about this I was told because I was filing bankruptcy that they attached a fee. When I assured them I was not filing bankruptcy then I had them verify that I was at the time, two months ahead on the house payment. The representative tried to find out why a simple request to apply for a refinance would now have me showing Bankruptcy, She spoke with a few people and they were perplexed as to why that had shown up. They told me to ignore it. They would have it removed. I still had not heard from anyone about refinancing. Late XXXX I requested someone call me to refinance. NO call back. XXXX I went on line and applied to refinance only to be told a representative would call me. NO call back. Yet the {$470.00} fee still remained on my account. XXXX, I decided to go through another company. I closed on the refinancing with no problems. I closed on that loan in XXXX. Freedom Mortgage included the {$470.00} fee in the pay off. I called Freedom Mortgage to get a refund of my escrow funds and inquired about the fee. They told me they would look into it and if I was eligible they would refund that. XXXX I received the escrow check minus the {$470.00} they had charged me. I called Freedom Mortgage and got a really rude sales representative that refused to help me and said I had to speak with the refinance department and the person I was working with. I NEVER worked with anyone because instead of calling me to get the refinance started they just marked my file as being in bankruptcy. Thank goodness I stay on top of my credit or this could have ruined me and my ability to get refinanced I want the {$470.00} back that they charged me. I was never in bankruptcy and even the last sales representative that was so rude to me, said that that was happening a lot. Instead of helping people with refinancing they were marking the accounts with bankruptcy. In fact she had just had another incidence. This lady couldnt/wouldnt help me because I could not get her to understand I never made it to speak with a refinancing expert because they would not call me back. I want the {$470.00} back that they charged me. This is insane that they have this power to charge you for something like this and I can't get anything back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33913
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My Account was sold by XXXX XXXX servicing to FREEDOM MORTGAGE at the end of XXXX. XXXX did their part, provided proper notification and closed the account out. It is XX/XX/XXXX and I have yet to hear from FREEDOM MORTGAGE. I called on XX/XX/XXXX and they told me they wont send a welcome letter prior to XXXX, so I waited. I called on XX/XX/XXXX and the representatives could not answer my question and admitted that she was searching an unsecure XXXX spreadsheet for my information ( ssn, address, and phone number ) to see if they had the data ( it was unable to be located ). I couldn't even get an answer on where my welcome letter is. This company not only is unprofessional, but they also are not using safe and secure methods in order to secure my personal data.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43081
Submitted Via: Web
Date Sent: 2020-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I placed a call to Freedom Mortgage 2 weeks ago in regards to my escrow analysis. Freedom has incorrect tax line amounts ( XXXX County ) they are projecting for XXXX which caused my payment to increase {$400.00} per month. I provided them a copy of my tax bill as requested showing my XXXX taxes were XXXX per installment not XXXX per installment. They confirmed they would update the tax lines and process an updated escrow analysis effective XX/XX/XXXX in 7 days. Well, today was day 14 and I called them only to find out nothing was fixed or even submitted. The rep told me she would submit the request and it would take another 7 days to have it fix! And then they would request another analysis to adjust the payment. Freedom is collecting extra money that is not needed if they just simply update the tax lines with the correct information. I expect them to update the lines and fix my payment amount due XX/XX/XXXX. Worse customer service I have ever received.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I currently have my mortgage with Freedom Mortgage. I requested to be put on forbearance due to Covid-19. Beginning on XX/XX/2020, I began requesting to be taken out of forbearance. I have called countless times, made payments and have brought my account current and they still have not removed me from forbearance. After multiple requests I was told they purposely kept me in forbearance to protect me. At this point I am still in forbearance and continuously being told that they will take me out but nothing is happening. This is absolutely unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70433
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: A month ago I called Freedom Mortgage about refinancing my 30 year mortgage to make it a 15. I was recommended to just refinance my home at a 30 year loan for .5 interest rate lower at no cost. I said yes and then the next day decided no, I wanted to do a 15 year mortgage. I was communicating with the loan officer through email, so the next day I told him I changed my mind and I wanted more information on the 15 year loan. He didn't respond to my email so I emailed him again and he didn't respond. So I called Freedom mortgage to request a quote on refinancing at 15 years ... .they said they would send the information but never did. This happened 5 times, I called 5 times and talked to a person and they said they would send me a quote but never did. I even talked to management but I still have not received a quote. This has been going on for ONE MONTH. I have paid my mortgage on time for the last few years. I believe they are doing this because they know they will lose money and have no need to help me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 71303
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Complaint against : Freedom Mortgage XXXX XXXX XXXX XXXX XXXX XXXXXXXX, NJ XXXX United States Lender NMLS ID : XXXXopens in a new window NMLS Consumer Access XXXX Dates of Offenses : XX/XX/2020 through XX/XX/2020 To Whom it may Concern, I am writing this complaint in great sadness and distress. I have served my country for eight years in the XXXX XXXX XXXX XXXX with multiple XXXX tours ; I have also been in XXXX XXXX XXXX for 15 years. It is hard to put into words the unprofessional manner Freedom Mortgage treated me and, in an essence, try to steal my property with their actions. They have ruined my credit and flared up me XXXX to the point that I have sought counseling from the VA to deal with this tragic event. Being thought by the XXXX XXXX and XXXX XXXX to be a man of integrity, I would expect a company managing a VA Loan would treat me with the same respect. I have been lied too, mislead, and put on the, backburner several times. The cavalier way Freedom Mortgage dealt with me possibly losing my home because of their companies errors is an atrocity. This is not a letter of complaint based on opinion and can be backed up with documentation and phone recording Freedom Mortgage should have in their possession. I have had over 50 communication with Freedom Mortgage since XX/XX/2020. Through these communications I have proof of being ignored, lied too, mislead, and talked down to. I filed complaints with Freedom Mortgage mangers with nothing but apologies without fixing the issues. In multiple occasion I got no response back from managers. I had to retain a lawyer to deal with their unprofessional way they handled my mortgage forcing me to sell my property to prevent Freedom Mortgage from stealing my property. Even when selling my property, they gave the Escrow Agents misleading information and did not respond to their communication to the point that the buyers almost backed out of Escrow. In conclusion, I have lost about XXXX in equity and my credit score has dropped almost 200 points. The damage that has been done can never be repaired. Through multiple obstacles I did the right thing and ensured the loan was satisfied and my property was sold without going into foreclosure or short sale status. I am seeking a lawyer to sue this company to fix Freedom Mortgages policies in procedures to prevent another Veteran to experience this. I am preparing a log and book with all the emails, letters, and phone conversation regarding this case. Even at the date of this letter, my VA representative XXXX never received a response back from Freedom Mortgage regarding their formal complaint process. If you are reading this complaint it needs to be taken seriously if you care about Veterans and their families. I will be able to provide all documentation to prove my case upon request. Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89118
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A