Date Received: 2020-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I received the following response from the company regarding my complaint of waiver for escrow of taxes : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX : Your Complaint to the CFPB Complaint # XXXX Dear XXXX XXXX : We have reviewed your complaint and researched the issue regarding your escrow account. Your prior loan was set up to escrow only for insurance and there was an escrow waiver for taxes. Your new loan did not close with an escrow waiver, so we are required to escrow for both taxes ( if not totally exempt ) and insurance. You will be eligible to apply for a full escrow waiver after your loan has been seasoned for 12 months assuming a good payment history. Regarding your tax exemption, our notes indicate that you stated several times that you are 100 % tax exempt, but we could never confirm this. The tax authority website does not reflect a full exemption. The bill you provided in your complaint was for XXXX taxes payable in XXXX. The amount billed in XXXX was {$4700.00} with the exemption applied ( see attached page 2 ). However, if you can provide documentation from your tax authority showing that you are 100 % exempt, we will review and make any necessary adjustments to your account. Please submit this documentation to XXXX '' I contacted the company on 5 separate occasions to ask for the escrow waiver to be completed prior to the closing for the VA refinance. My requests prior to the closing were blatantly ignored. Each conversation with Freedom Mortgage was on a recorded line, so they must have a record of my requests. No one asked for documentation or any other type of verification during my initial calls. I offered documents to the customer care representatives but it was declined as they conducted more research. I took the initiative to send documents through the online messaging system but received no response. I was contacted by Freedom Mortgage again, on a recorded line, to which their representative assured me that the taxes and escrow waiver were addressed before the closing and that is was no longer an issue. I recorded that conversation on my XXXX so I also have a copy of the statement from their representative. To date, none of the representatives I have spoken to, have ever asked for documentation. I asked to speak to a manager and was transferred to the department lead and had to ask again for a manager who could not address my concern. She stated she would research the issue and return my call and to date, no one has returned a phone call to me to explain how to address the escrow waiver. No one can tell me what documentation they need, but they are quick to point out that what I do send them is insufficient. Freedom Mortgage is obviously more concerned with closing loans than it is about customer service. Once again they failed to include the escrow waiver and continued to ignore my requests for assistance. Waiting 12 months for a escrow waiver will cause me a financial hardship because without the escrow waiver the mortgage is beyond my capacity to pay. The lack of customer service and attention to detail is an example of Freedom Mortgage taking advantage of XXXX veterans.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27501
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On this data, XX/XX/XXXX, Freedom Mortgage Corporation ( FMC ) refused my payment to bring the account current. I called in and spoke to 3 people, 2 supervisors, XXXX, XXXX XXXX XXXX? ) & XXXX. Each one of them refused my payment outright. I asked repeatedly for them to take and they all denied the request. I am willing, able and eager to bring the account current yet FMC is using revenge tactics to block stifle this account from being accurately processed. I am still unable to make a payment online. FMC has blocked my online account since XX/XX/XXXX. I tried again this afternoon to get online and was denied access with no explanation or reason as to why they are blocking my access.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80003
Submitted Via: Web
Date Sent: 2020-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We recently refinanced our mortgage. The lender, Freedom Mortgage, charged us for four pay-off statements even though there were only two payoffs received by the escrow company. So the overcharge was {$60.00}. We reached out to Freedom by phone an email. They refused to confirm that we would receive a refund of {$60.00} for the two additional pay-offs.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95363
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage in a letter/statement to your organization attached stated that the late payment ding was going to be removed from my credit report and as of today my credit report still reflects the lateness ding, hurting my credit score. I also appealed the lateness with XXXX and an came back stating the lateness was still on my record even after Freedom said it would be removed after XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I requested a payoff quote and when I received it, it contained a late fee of {$62.00}. I called Freedom mortgage to inquire as to why there was a late fee and was told that they include it on all their payoff because they don't know if the payment will be made on time. I suggested that it was not right for them to collect a fee that was not yet incurred and they said don't worry, we will refund it if you are not late. I ask for a payoff statement without the fee and was told they would provide one for {$30.00}. I don't think its right for Freedom to collect a fee that has not yet been incurred and that there is no disclosure or explanation of the late fee nor is there a disclosure of the {$30.00} charge for a payoff statement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37043
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I originally submitted a complaint with the CFPB and the mortgage company responded. Freedom Mortgage took over 5 months to close my STREAMLINE refinance ; that complaint has been addressed. However, now after closing my loan with them I am still experiencing issues as follows ; The company did finally close my loan on XX/XX/1920 but did not transfer my existing escrow account to the new loan in the amount of {$3300.00}. Instead, they told me that it would be refunded to me and they charged a year of taxes and two months of escrow on the settlement statement. In addition, they did not deduct my last payment from the payoff either which was {$1500.00}. Therefore, my loan amount was increased on the new Streamline loan from the original amount quoted making the difference in my new payment of the streamline mortgage negligible. ..hardly worth the frustration of the FIVE months they took to complete the refinance. NOW, no matter how many times I have called in to their escalation department and email XXXX XXXX XXXX, regional loan supervisor with copies to XXXX XXXX loan supervisor, AND XXXX XXXX XXXX the address has not been corrected to my mailing address. The settlement check was sent to the property address instead of the mailing address IN ADDITION, I have not received the refund from my escrows or the XXXX payment which was not deducted from the payoff. I was advised by the escalation department in one of my four calls that the unused escrow amount totaled {$3300.00} and the XXXX payment was {$1500.00}. Today I called in again and before the transfer was dropped to the escalation department, the Freedom agent told me that the escrow check would NOT be received because it was applied to the new loan. That is NOT legal and it was not applied at settlement. Lenders can not close a loan and then collect AGAIN for escrows which will now exceed the aggregate adjustment on the settlement statement. I continue to email Freedom management they pass it off to the escalation department and nothing is correctly accomplished. Finally, on their site I was able to see that they charged me a fee in the amount of {$80.00} on XX/XX/20 ; I was not advised of this fee and do not know why it is posting. The customer service agent on the call today XX/XX/20 could not explain the fee. I need immediate help in this matter in order to obtain my a. escrow balance b. previous mortgage payment that was not deducted from the payoff. c. explanation and or recovery of the {$80.00} fee dated XXXX XXXX and finally a form so that I can set up ACH DEBITS for mortgage payments which is impossible to locate on their website. PLEASE HELP WITH THIS MATTER.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84032
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I was contacted on or about XX/XX/XXXX by a representative from Freedom Mortgage about a VA Streamline refinance program for people that have homes with a VA Loan. I explained in great detail that the property located in Illinois was tax exempt. Meaning, I do not pay property taxes on this home due to my status as a XXXX veteran. The laws for XXXX XXXX XXXX exemptions and eligibility are available on their web site. I provided Freedom Mortgage with a copy of the escrow waiver agreement that I signed with the previous mortgage company to show that the payment I make does not include escrow amounts for taxes. The closing documents did not show this change and despite my complaints the streamlined refinance was still initiated and completed by Freedom Mortgage. I have called their office a total of 12 times and sent four email messages to which I have had no response. My mortgage payment has now gone from {$990.00} per month to {$1400.00} due to the increase in collection of property taxes ( for which I am exempt ). I have been unable to get a resolution with the representatives of this company. I have attached a copy of the XXXX taxes that are due on XX/XX/XXXX which shows XXXX taxes. I have sat on the phone for hours explaining the tax issue to representative of Freedom Mortgage only to be transferred and put on hold several times. I would like your assistance in resolving the issues with the escrow for property taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27501
Submitted Via: Web
Date Sent: 2020-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage sent us a check in the amount of XXXX in XX/XX/2019 for an escrow account overage. We found this out by looking at our monthly statements in XXXX and we called them then. They agreed to send us a replacement check that we never received. In XXXX we called them again to follow up and they stated we needed to wait 30 days because of the refinance we were conducting with them to lower our rate. We then called them back in XXXX and they stated that they would mail us another check. In all, freedom claims to have mailed us these funds a total of 3 times. We have never received the check. We do not have any mail issues at home. We strongly believe the checks are not being mailed. We have been working through numerous calls with them since XXXX. Our last contact stated that freedom ended up using the funds from that check to pay off unpaid supplemental property taxes which we included in our prepaids during our refinance with them in XXXX. Our new mortgage include the XXXX that they claim to have used our refund check for. Our last contact there acknowledges freedom received the funds at closing for refinance and has stated that unfortunately at this point he can not resolve this matter for us and that there is nobody else to escalate this too. He acknowledges that freedom paid the county and that they also received the funds during our escrow close in XXXX for the refinance. We are beyond exhausted from the countless hours that we have spent on the phone trying resolve this situation with freedom mortgage. We feel helpless that our last contact simply stated there is nobody to escalate this to. His name is XXXX XXXX and his phone number is XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91784
Submitted Via: Web
Date Sent: 2020-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Freedom Mortgage on XX/XX/2020 for a payoff on my loan for my refinance with another institution. I was charged {$30.00} and told it would take 72 hours and it would be emailed to me. I called Freedom Mortgage on XX/XX/2020 and asked if it really took 72 hours. The representative was nice and said unfortunately yes ; however, you can login to Freedom Mortgage and see a copy of what has been prepared. I was also told the email would still be sent to me. The statement has already been prepared and it still has not been emailed to me? Feels like Freedom Mortgage is punishing me for using another lender. I called Freedom Mortgage back on XX/XX/2020 after printing the payoff ( That I was still waiting on to be emailed to me ). I asked why did they have my property tax amount included in the payoff and listed as ESCROW/IMPOUND REQUIRED. The representative was nice and said that they will be paying the property taxes. I advised the representative that my loan would be paid off before my taxes were due and that the taxes were being paid at closing. Representative advised me to write a memo and email my document showing the taxes were to be paid at closing. I emailed the Freedom Mortgage payoff statement, my loan estimate showing the taxes being collected at closing and the XXXX XXXX XXXX Commissioner bill showing that the taxes are not due until XXXX/XXXX/2020. I also Cc 'd my mortgage officer on the email in case Freedom Mortgage needed any additional information. XX/XX/2020 I received in my email the payoff request from XXXX/XXXX/2020. I called and spoke with representative XXXX and explained in detail what was going on and that I needed my payoff corrected by removing the property taxes since these taxes are to be collected and paid at closing. I stated it was unfair for Freedom Mortgage to hold these funds and I have to turn around and pay again at my closing. The property taxes are {$2600.00}, so paying this amount twice and having to wait on someone to send a refund, is completely unsatisfactory. I was placed on hold for awhile and she came back on the phone stating she would have to request an updated payoff and the fee would be {$30.00}. I said I already paid the fee. I was informed this was a new quote. I told the representative XXXX that it was not my fault Freedom Mortgage included property taxes on my payoff that are not due until XXXX/XXXX/2020. I then told representative XXXX that the representative helping me on XX/XX/2020 should have asked me about these taxes and if they were to be handled at my closing. Representative XXXX assured me they have set procedures in place and that is not something they are required to ask. As XXXX was entering information, I asked if this would also take another 72 hours and her reply was yes. I asked if the property taxes would be removed from my payoff request and she stated that she did not know. I asked if she added notes so the preparer will know and make sure it is correct? She then added the notes. I asked for a supervisor and she said that she would have someone call me within 24-48 hours. I told XXXX that Freedom Mortgage is treating their XXXX poorly and they should not be charging me again for this payoff. At this point all I know is that I have now been charged {$60.00} for a payoff. {$30.00} for my original request and another {$30.00} for them to remove my property taxes.72 hours turnaround for the 1st request and now another 72 hours for a payoff that I hope to be correct. Representative XXXX did argue back saying they are required to pay my taxes. I asked her how is Freedom Mortgage required to pay my property taxes when they will not be my mortgage holder. My property taxes are due XXXX XXXX, 2020, 56 days from my initial payoff request. My refinance is in the final stage and will be closing no later than midmonth. They can not remove the property taxes from my closing disclosure because there will be no proof the taxes have been paid. Freedom mortgage is tying up {$2600.00} of my money for who knows how long. Will the tax commissioner send the overpayment back to Freedom Mortgage? Then, how long will it take for Freedom Mortgage to send me my money? At this point, I think Freedom Mortgage should pay me interest on my money they are tying up deliberately! This is an unsound practice especially when provided documentation and knowing this transaction is taking place in an Attorney 's office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I'm writing you in regards to a Veterans interest rate reduction refinance ( IRRRL ) loan I received from Freedom Mortgage Corporation. My intent was to refinance my 2nd home that I do not use as my primary residence in which it was fully discussed with Veterans Loan Advisor XXXX XXXX NMLS # XXXX and that I have not lived in it since XXXX when I purchased what is now my primary residence. Since interest rates are low, I wanted to also refinance my conventional loan for my primary residence but was told by XXXX XXXX that he did not do conventional loans and that I should wait until my IRRRL closed. To me it made sense so there would be no confusion with loans. My IRRRL closed on approx. XXXX XX/XX/XXXX. I then attempted to contact Freedom Mortgage to start my refi for my primary home with no return phone calls or emails from customer service. I then contacted XXXX XXXX to refi my primary residence before interest rates go up. After reviewing my loan documents they discovered that Freedom Mortgage did NOT finance my VA loan as a 2nd property/investment property but as my Primary residence and that I could not refi my primary home until this was resolved. After reaching out to Freedom Mortgage they would not change my loan or issue a waiver. They understood that this wasn't going to be my primary residence and even advised me to wait to start the other refinance until theirs was finished and my assumption is because underwriters would find out about the other loan and question why both are showing as primary. I also received an email dated XXXX XX/XX/XXXX from XXXX XXXX requesting a letter or email indicating the month/year to month/year that I lived at the residence being refinanced.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98366
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A