Date Received: 2020-10-01
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage Loan ( # XXXX ). I have given this office every opportunity to complete my home loan refinancing that I have yet been able to close on since I began this process back in XXXX of 2020. All due to XXXX 's lack of follow-thru, irresponsibility & incompetence. I have made every single attempt to keep the lines of communications open for XXXX to guide me thru this supposed swift, smooth & seamless refinance process ( as he claims ) to get this closed and completed in a timely manner. XXXX wasted no time initially, to re-run my credit and adjust my total loan amount ( which increased ) but as of this month of XXXX, my rate is still reflecting 4 % on both my loan account and my credit report. The proposed new rate offer is supposed to be 2.75 %. Since XXXX has not successfully been able to fulfill his end of the refinance offer, I requested to XXXX twice to cancel the whole application and return everything to where it was before he turned my whole loan upside down. I currently would only owe $ XXXX of $ XXXX on my original loan before this entire botch-up of a deal, at the hands of loan officer XXXX. XXXX stated that not only can he not cancel and return me back to my original loan but that he also could not remove the hard-injury that my credit got hit with. Since XXXX has shown no interest in getting this deal completed and thinks by going silent, all this will go away and I'm ok with being screwed out of over $ 9k. I have exhausted all avenues of a resolution to this, what should have been, a simple re-fi and close deal. I can only hope that someone there reads this an can assist me in getting this entire refi-loan withdrawn and return to my original loan agreement reflecting the correct loan balance. Loan Officer XXXX XXXX / NMLS # XXXX / Ph # XXXX / Alt Ph # XXXX. I have constantly followed-up with XXXX, to the point of having to chase him down with numerous emails, texts & phone calls in attempts to see an end to this disaster.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34743
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Avoid this company at all cost! They have the worse representatives/ customer service. My son and I are in the process of purchasing a property, this is our first business venture together. Unfortunately, we went with Freedom Mortgage because they seemed like a legitimate and reliable company. HOWEVER, after providing all of our personal information i.e. social security number, yearly income etc. we were preapproved and this is when the NIGHTMARE started. Once preapproved a customer would normally receive a preapproval letter to shop. This was not the case. XXXX XXXX the loan officer made us jump through hoops to receive the letter. He requested additional documents - information usually needed when a property is under contract and when a client is dealing with an underwriter. I mean he requested everything other than the kitchen sink. Last 3 years tax returns, a letter from employer, current mortgage statements, bank statements- the list goes on, so it delayed the process and put us at risk of not having the information needed in time to put in an offer on a property that we already had our eyes on. I had no other option but to contact XXXX 's supervisor XXXX XXXX for HELP. After speaking to XXXX XXXX and explaining this unnecessary stumbling block to him, he agreed that the preapproval letter should be granted and we received the letter instantly. I went on to tell XXXX XXXX that we no longer wanted to deal with XXXX XXXX going forward and asked if he could assign someone else to us and he said he would. Fast forward ... We found a property and put in an offer- It was accepted -we were happy ... Everything seemed to be working as planned. We contacted Freedom Mortgage and was told that XXXX XXXX was still our loan officer. Ok, we figured we already had an issue in the beginning, maybe we can work together and the customer/representative relationship would be improved- this could possibly give XXXX XXXX the opportunity to redeem himself. NOPE! We informed XXXX XXXX that we found a property and got an accepted offer. XXXX XXXX then went one to say that the initial rate he gave us under the preapproval increased from 3.5 % to the mid 4 %. ( Round about percentage. ) We said ok, and just decided to continue with the process. We gave XXXX XXXX all the requested/required documents and waited, and waited, and waited. We emailed him several times, called him several times to no avail. We got NOTHING, but an automated response staying that he was out of the office. Then finally we received an email from a XXXX XXXX who stated that she needed all of our documents again because she did not have them. All I was thinking was, who is XXXX XXXX? I thought maybe XXXX XXXX acknowledge our initial request and changed our representative. I mean, we never received an introductory phone call- nothing. Just a woman emailing us stating that she needed our paperwork. The same paperwork we provided XXXX XXXX. I had to look at the closing of XXXX XXXX email to obtain her title- Loan Processor. I could not believe that I had to resubmit all of my documents again. I called XXXX XXXX repeatedly, but she never answered my calls. I emailed her and told her that we gave XXXX XXXX everything and I got nothing in response. I had to contact XXXX XXXX again, and ask him to assist me with the issues we were having with this company. It is now XX/XX/2020. I am waiting to hear from XXXX XXXX. The Title Company that Im working with is waiting to hear from someone at Freedom Mortgage to let them know when the expected closing date is BECAUSE they have tried to reach out to Freedom Mortgage as well and got NOTHING. This in turn caused a delay in the original closing date and now an extension has been put in place. We have not heard from anyone at this company. The only response we received was an automated email. The company slogan states As a customer of Freedom Mortgage, you deserve outstanding service 100 % of the time. This is far from true! I understand that people are buying, refinancing and completing all sorts of mortgage applications during this time. However, all it takes is simple communication answer the phone. Respect people documents and time. This is experience was unwarranted. I hope and pray that we close on this loan ASAP. I feel like reporting my experience to the XXXX was my only recourse. This process was also time consuming and annoying. Hopefully after reading this review you will take the necessary precaution before choosing Freedom Mortgage as a mortgage provider. SHOP AROUND
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10710
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
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: Issue with Freedom Mortgage. An online payment did not go through, and they failed to notify me of the late payment until it was over 30 days past, resulting in bad credit report. They refuse to acknowledge any glitch/error. Upon contacting them they now falsely claim that they contacted me. My phone logs shows they did not. They never left a voicemail, never mailed anything, emailed me. The only positive contact made was on XX/XX/2020 for a payment due on XX/XX/2020 that did not go through online.
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: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The VA loan on my home is serviced by Freedom Mortgage which requires payment to an escrow account for the purpose of assuring payment of property taxes and private hazard insurance premiums. At all relevant times up to and including the present, I made payments through automatic withdrawal, never missing a payment and never making a late payment. For the year XXXX, Freedom Mortgage paid the first installment of the property taxes when due in XX/XX/XXXX, however, Freedom Mortgage failed to pay the second installment which was due in XX/XX/XXXX. I became aware of this when I did my XXXX taxes in XX/XX/XXXX and immediately contacted Freedom Mortgage on XX/XX/XXXX, explaining the situation. On XX/XX/XXXX, Freedom Mortgage paid the delinquent taxes, as well as a {$220.00} penalty which had been assessed by the county for the late payment, using funds in my escrow account. On XX/XX/XXXX I contacted Freedom Mortgage and asked for the {$220.00} penalty to be credited to my escrow account. After receiving no response, I sent Freedom Mortgage a qualified written request on XXXX XX/XX/XXXX asking them to credit my escrow account in the amount of {$220.00}. I received a response from Freedom Mortgage dated XXXX XX/XX/XXXX stating that, according to their research, the taxes were billed annually due to a change in my principal residence status. Although, my principal residency status did in fact change due to a move overseas, this did not occur until XXXX of XXXX and did not negate the fact that the second installment of the XXXX property taxes were still due in XXXX or the fact that, pursuant to the Real Estate Settlement Procedures Act ( Regulation 1024.17 ( k ) ( 1 ), the responsibility for timely payment of the property taxes rested with Freedom Mortgage. In addition to losing the {$220.00}, I also lost the opportunity to deduct the full property tax amount from my XXXX taxes. I have also spent considerable time attempting to resolve this issue with Freedom Mortgage without success. I am requesting that Freedom Mortgage credit my escrow account in the amount of {$220.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX. I refinanced my mortgage from freedom mortgage to another lender. I closed on XX/XX/XXXX I was paid in full with freedom mortgage. I was owed a Remaining escrow Account payment of XXXX dollars. When I finally did receive the check it was in the amount of XXXX dollars. When I researched and called freedom they said that I owed a XXXX dollar fee. And a XXXX dollar fee and claim it was taken out of my payoff amount. I logged into my account and it shows that everything was paid in full on XXXX XXXX. Also the XXXX dollar fee showed on the same date and then on XX/XX/XXXX I was also charged a XXXX dollar fee. When I asked them about this they said it was never taken out of my escro and couldnt tell me where the money was paid from or what it was for. Ive had nothing but recurring issues with this company and thats the reason I left them. XXXX dollars or so might not be much but it is to me when I bust my XXXX everyday to pay my bills everyday and pay them on time. I need help with this company XXXX plan on suing them. This is just wrong.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This entire process has taken over 90 days. The buyer of my current home and I both are using Freedom Mortgage. Our loan has been given a clear to close but the buyer of our current home is receiving no updates has to why his mortgage is stuck in underwriting. This is creating a dilemma for us because our seller does not want to sign another extension. I spent hours on the phone being bounced around between departments because no one could give us answers. My problem with this whole process is that its been 90 days and they should had all this paperwork looked through and done before the last week of closing. I will give it to Freedom that my buyers employer messed up paperwork but that shouldnt have held up the closing for a week and especially with no updates. I hope to resolve this but I am not confident that it will be in a timely manner and we might lose our future home, along with inspection costs, appraisal costs, and may be taken to small claims court by the seller.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04401
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Refinanced my mortgage with the same company ( Freedom Mortgage ). When I was closing XX/XX/2020 ; I noticed that the mortgage amount was awfully low. I then discovered that my escrow was incorrect, I mentioned this to the individual who I was closing with. I was told to contact the loan officer and ask for an escrow analysis. I sent the loan officer and email on or about XX/XX/2020 to inform him about the account. I made several calls to the customer service department to get an escrow analysis. I was told I would have it in a week and it took over 4 weeks with me calling and requesting. I was very displeased with the way things had happened that I requested to speak with the person in charge of customer service. A supervisor had informed me that she sent my request via email to the person in charge of customer service and that she would respond to me. This went on for about 3 weeks and no reply. I then asked to speak with the president of the company and no reply. I submitted a complaint to the local XXXX XXXX XXXX and finally someone contacted me. I had expressed my displeasure with the company and how my account was handle. She listen but when I had asked to speak with someone of authority I was told that the refinance department would contact me. I called her back to inform her that no one has contacted me. I find it very disheartening that a customer who has an issue can not speak with someone with authority to inform him/her how things were handled. I originally refinanced to lower my payments not to increase them because of their negligence. I would be more sympathetic if my loan was coming from another financial institution, but being refinanced from the same company, is something else. They had all of my records and knew what my escrow was.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2020-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Freedom Mortgage refuses to review our application for assistance. Each time we call to update the status of the file they ask us to send in bank statements that are already there. We confirmed it 3 times with 3 different representatives at Freedom.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This complaint is a continuation of a previous complaint XXXX Complaint # : XXXX ) on Freedom Mortgage initiated on XX/XX/XXXX. The company made an inital reply on XX/XX/XXXX and closed it with their version of expalnation, which was under no circumstances is acceptable. We provided our counter explanation on XX/XX/XXXX, but it was just posted as feedback and not allowing for further probe and resolution. Here is the continuation of our appeal ( Complaint # : XXXX ), with detailed explanation as to why this needs to resolved as we are in dire straits due to Freedom Mortgage negligience which has caused us financial peril and harassment in this time of pandemic. Since XX/XX/XXXX our mortgage payment increased by XXXX dollars per month and since the time of notice on that ( around XX/XX/XXXX ) until just a few weeks ago in XX/XX/XXXX, we never had an clear explanation of the increase in payment. On XX/XX/XXXX an escrow analysis was done bhy the mortgage company and they determined a escrow surplus of {$6900.00}. We had no knowledge of the escrow anlysis nor we received any surplus check from the mortgage company. In XX/XX/XXXX, another escrow analysis was done when they determined that I was in escrow shortage, and my monthly payment from XXXX XXXX will increase by {$800.00}. This is a very large amount per month, so we inquired with mortagage company but never got any clear explanation for the next 6-7 months. While we waited, every month we were getting chaged the increased mortgage payment and no one cared to explain this exorbitant hike in the monthly payment. In XX/XX/XXXX I was incidentally provided information that a check of {$6900.00} was issued to me as escrow surplus in XX/XX/XXXX, which I never received. We requested the check and got it a month later in XX/XX/XXXX. We then requsted a new escrow analysis but the company denied to do so until XX/XX/XXXX. We then approached CFPB whihc forced them to do an escrow analysis in XX/XX/XXXX when it got revealed that about $ XXXX was paid out of the escrow for city tax causing shortage. We were probing for analysis and explnation for 6-7 months and all this time I was charged the {$800.00} higher payment whhc has kept us delinquent till date. If we woud have knwon about this and had the check 6-7 months ago we would have deposited back the check and this whole fiasco could have been avoided. Now this negligience and harassment has kept us delinquent till date, and now we have to pay a lot of money to become current.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I acquired a mortgage with JG Wentworth XX/XX/XXXX. My first payment was due XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX acquired my loan and instructed me to make payments to XXXX XXXX beginning XX/XX/XXXX. My payment was made to XXXX XXXX on XX/XX/XXXX and processed by my financial institution on XX/XX/XXXX. In XX/XX/XXXX I applied for a refinance and was denied because JG Wentworth placed derogatory credit information with XXXX XXXX. My credit reflected late payments of 60+ days for erroneously reported missed payments for XX/XX/XXXX. In an attempt to rectify the information, since the payments were no longer due to JG Wentworth during the time reported to XXXX, I found that JG Wentworth was no longer servicing mortgages and did not have contact information to dispute any information presented to the credit bureaus. The phone number listed on my credit report XXXX XXXX XXXX XXXX is no longer in service. My only resolve was to file a dispute with XXXX in XX/XX/XXXX. On XX/XX/XXXX XXXX returned the investigation results and verified the disputed information as accurate, denying my dispute. In addition, XXXX updated the information on my credit report, pertaining to JG Wentworth account, to reflect a Pay Status as 'Account 60 Days Past Due Date ' for the payments due XX/XX/XXXX and XX/XX/XXXX. The additional details were not only inaccurate but severely damaging my credit score. Upon contacting XXXX XXXX disputes department by telephone on XX/XX/XXXX, I was informed that all information was verified by the creditor electronically and they could not make further changes. They instructed me to call the phone number on my credit report. This phone number to JG Wentworth is not in service. JG Wentworth 's erroneous reporting of my credit information has caused me to miss out on refinancing offers that would have benefited my family and I financially. Further damage was caused when JG Wentworth increased the amount of months reported past due to XXXX XXXX. My credit score has substantially dropped due to the additional false information. I am now below 700 and can not acquire mortgage products.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A