Date Received: 2020-09-24
Issue: Problem with customer service
Subissue:
Consumer Complaint: Subj : XXXX XXXX Dispute Date : XX/XX/2020 Property : XXXX XXXX XXXX XXXX Loan No : VA Loan XXXX As a result of Refinance Cancellation To Whom it XXXX concern : I am disputing late payment issued By Freedom Mortgage for the amount of {$3300.00}. I have a letter from Freedom Mortgage dated XX/XX/2020 the day my Refinance was revered from VA Loan # XXXX to VA Loan XXXX ; that I had one payment overdue. I made an electronic payment as directed by them until they revered my XXXX payment and once it was received they would retro act my payment for XX/XX/XXXX, which they did not. This conversation took place on XX/XX/2020 and it was confirmed by email with XXXX XXXX, Freedom Mortgage Customer Care department. I have tried to reach out to Freedom Mortgage Corporation on several occasions, with no positive results. This is the assistance I had received from them. Freedom Mortgage ( FM ) reported to the Credit Bureau for two late months delay, on the contrary my mortgage payment was 12 days early in XXXX and 2 days before final due day in XXXX. ( Please reference bank statement and Freedom Mortgage website snap shot ) Background : The documents will show that house payments were submitted on time. In the process of refinancing and cancellation of the refinance the refinance I believe had lack of communication among their corporation. The refinance department did not communicate with billing or customer care department. I made dozen of calls and I have emails from the refinance that had assure me that the reverse refinance would be completed and my XXXX house payment will be retroactive XX/XX/XXXX to match what shows on the record. I have included supporting documents from my bank statement, Freedom Mortgage monthly statement, which shows that Freedom Mortgage clearly accepted payment. I have also included a screen shot from Freedom Mortgage Corporation website that show payment dates funds were accepted. I have several calls, emails, since XX/XX/XXXX trying to communicate and resolve this dilemma on my own and as a results the company ruined my XXXX XXXX without no cause. Freedom Mortgage falsely reported late payment to the Credit Bureau. I am a VA XXXX member of the XXXX XXXX with an impeccable record and would like to restore my excellent standards. I received a call today from Freedom Mortgage Corporation, Escalation Department from XXXX Agent No. XXXX today and told me she will be escalating my issue to the Credit Bureau to see if they can reverse the bad credit. They took accountability of their error and they said they would try to work with you. This is why I am reaching out to you as a Military Surviving spouse of a XXXX military member. Please advise what else I can do to restore my XXXX XXXX XXXX. I can provide contacts and email that would validate that I have tried to reached out for help. Thank you. 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: 951XX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our previous VA mortgage lender was XXXX XXXX XXXX. Our loan was placed into forbearance due to the pandemic. During this time our loan was sold to Freedom Mortgage. Almost immediately we begin to have problems with freedom mortgage. Several different departments begin to contact us and tell us that our loan was in forbearance And that our loan payments were late. We disputed this. Out of fear of misunderstanding and confusion we brought our loan to balance despite having 30 days by law due diligence not yo make any payments and asked that we remove the loan from forbearance immediately. They failed to do do so after three separate requests on recorded communication. They continued to contact us by email and phone calls for several weeks telling us that the loan was still in forbearance and that we owe them money with late payments. We then received a letter from Veterans Affairs stating that if we were having trouble making our mortgage payments that we should work with freedom mortgage indicating that freedom mortgage notified them of late payments when this was never the case. Meanwhile a Freedom Mortgage loan agent XXXX XXXX contacted us and told us that we were eligible to reduce our interest rate by law with our VA mortgage. We initiated the process for refinance. After several miscommunications XXXX XXXX stopped responding to our emails and failed to return phone calls with questions. We requested supervisor assistance. Then we were informed by an agent with freedom mortgage by telephone that our VA refinance was denied due to notice of late payments in last 30 days which was incorrect. We initiated over a dozen calls to freedom mortgage and emails requesting to speak with the escalation department and senior manager to resolve our problems. They failed to return our calls and no manager contacted us and they continued to provide us completely misleading information from multiple departments unable to answer any of our questions. As of XX/XX/2020, we have received no return calls nor any updated information regarding the refinance or status of our loan. Our agent XXXX XXXX will no longer return our calls or emails. We are unable to obtain any information from freedom mortgage at this time. We have initiated refinance and acquisition of our loan through another mortgage lender at this time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29045
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We refinanced our VA mortgage with Freedom Mortgage in XXXX. We were sent several versions of closing statement before closing. Each with increasing costs of closing. The loan officer we dealt with at Freedom Mortgage said that they would pay the closing costs except for fee to VA for loan ( approx {$1000.00} ) and a fee to them of approx {$1000.00}. The notary that came to our home in XXXX had a different set of closing documents and no copy to leave with us. We had been trying to refinance this loan since XXXX and with COVID 19 issues were just closing in XXXX - so in frustration and without options of getting ahold of the loan officer on a Sunday, we signed closing documents. Now our loan increased by approx {$5000.00}! I have made several phone calls and sent several emails to Freedom Mortgage since the closing in XXXX with no response or promises to send documents within the week - now we are almost 3 months later and still no documents. I have no idea what the closing costs were on this refinance and Freedom Mortgage refuses to send the documents. I feel we have been overcharged by Freedom Mortgage and were mislead regarding the costs of the closing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32086
Submitted Via: Web
Date Sent: 2020-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Hello, I am contacting you in regards to my mortgage acct with Freedom mortgage. I have been struggling with this company now since XXXX I filed chapter XXXX Bankruptcy XX/XX/XXXX prior to that I was working with Community Development with the City of XXXX to get a loan modification during this period of time NEVER helped me they were always missing forms ( There is no decision yet they are still confirming that we sent everything that was needed for the underwriter. ) so I was at my final days and I filed bankruptcy this year in XXXX The mortgage company has filed a Motion for Relief from stay, I was able to obtain a stipulation and was required to make payments to catch up this was finalized and i am still having issues with payments not being applied correctly. Now my current statement show that I owe XXXX payments are being miss applied. I am on this loan with XXXX XXXX, who did not file bankruptcy and they refuse to speak with her in regards to the loan, my chapter XXXX attorney states she has nothing to do with the fees going forward after the bankruptcy was approved and the stipulation is in place. I need help, I am not allowed to speak to any one there due to the bankruptcy, what can i do from her this is my 4th round since XXXX I do not want to lose my home!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Tried refinancing my mortgage with my current mortgage company, XXXX ( recently acquired by Freedom Mortgage ). I was told by both the loan officer and loan processor that I can use my payment from XXXX towards the closing costs of the loan. We closed on XX/XX/XXXX, the loan processor assured me that no payment was needed to be paid for XXXX as my loan was going to be funded and would cover any outstanding amounts. On around XX/XX/XXXX, I received a message from both the loan processor and loan officer saying that I was not going to be able to refinance my loan because the loan didnt fund on time and I had a late payment on my account. They reported XXXX as late to the credit bureaus, lowering my credit by over 80 points. I was also told that I wouldnt be eligible to refinance my loan for another 6 months. I spoke to one their VPs and he assured that they would fix the mistake as I had followed all their instructions and it was their fault that this problem had happened. They removed the negative mark from credit report and assured me that we were going to be able to go through with the refinance. I filled out all the paperwork for the new refinance and was waiting for a new closing date when yesterday I received a message from a new loan officer saying that they will not honor their promise to allow me to refinance because of the missed payment in XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07042
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I originally applied to Freedom Mortgage to refinance my mortgage on XX/XX/2020. After working our way through the process which included signing multiple disclosures and applications I was sent a notice of not completing an application on XX/XX/2020. This was due to a vague question emailed to me on XX/XX/2020 about the address I grew up at, with no explanation as to the issue. I never owned that house and moved out when I was XXXX years old over 20 years ago. They literally never asked me why they needed to know about that address and only sent an email with the address on it which I answered that I never owned it. The funny part is I have a perfect credit score and have had a perfect payment history with the loan I have from this company. Poor service and I suspect its due to the low rate I locked in which they probably can not honor. This company sucks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
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: XX/XX/2020, I filed complaint number XXXX regarding inaccurate credit bureau reporting and erroneous crediting of payments. XX/XX/2020, I received a response from XXXX XXXX XXXX, Director of Customer Service Freedom Mortgage. In response, Mr. XXXX declared the following. " This will report your account as current for these months when we next report to the credit bureaus, which is currently scheduled for XX/XX/2020. '' On XX/XX/2020, I received a notification from XXXX my credit score had increased 100 points due to Freedom Mortgage rectifying their erroneousness. On XX/XX/2020, I received a notification from XXXX my credit score had decreased by 101 points due to Freedom Mortgage re-reporting the same errors they had just rectified. At this time, XX/XX/2020, XXXX is reflective of Freedom Mortgage, rectifying their errors. However, I am sure if Freedom Mortgage follows past practices, the score will drop any day. At this time, XX/XX/2020, XXXX still reflects 3 30 day late payment reports. I have been dealing with Freedom Mortgage for almost ten months regarding their incompetencies, empty promises, and spin. I am trying to refinance my loan with my credit union. However, I am unable to due to Freedom Mortgage incompetencies. The irony is I am receiving unsolicited offers from Freedom Mortgage to refinance. I am notifying the Utah State Attorney Generals office of Freedom Mortgages ' incompetence and disregard for reporting accurate, factual information to the Fair Credit Reporting Act or F.C.R.A. If this requires an alternate venue for Freedom Mortgage to correct the failure, I am more than agreeable to pursue that possibility.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84074
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage was increasing my monthly payment each year even though I had a fixed rate mortgage. When I questioned it, they said I had to keep a certain balance, {$520.00} in my escrow. The next year, I had over {$700.00} in my escrow when the anniversary of my mortgage hit, they waited until two months after the anniversary of my mortgage, after my escrow dipped below {$500.00} and then the upped the amount of my mortgage payment again. When I questioned it they said they would look in to it and never got back to me. I recently sold my house and they were very difficult, they wouldn't give the title company the payoff even though I signed paperwork that they said the could. In the payoff, there were two months of Mortgage Insurance Premium. When I asked about it they said because it was because it is paid in arrears. So the entire amount was paid at closing. As of the date of the closing, I had {$90.00} in my escrow. They are refusing to return it to me. They are now claiming it is for mortgage insurance premium. However, as stated, that was paid at closing. They are unethical and should not be allowed to due business. They make you increase the amount you keep in your escrow every single year, they claim they don't make money of the escrow accounts but I find that highly unlikely. They need audited.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I tried to refinance through my existing mortgage company, Freedom Mortgage. I had a closing disclosure issued to me on XX/XX/20 with closing costs at {$5600.00}. At my closing date, XX/XX/20 my paperwork showed up with closing costs at {$7700.00}. I received no notice prior to closing that my closing costs had went up {$2000.00} ( a 36 % increase ). I contacted my loan advisor, XXXX, while the signing agent was still present at my house. I had to leave a message for XXXX. That day I called Freedom Mortgage three more times trying to get ahold of XXXX or a manager that could help me, but was only passed around to different employees. It was discovered that the VA funding fee was not included in my closing costs and it should have been. The next day, XX/XX/20, I finally got to leave a message for a manager, XXXX, at around XXXX XXXX.. I received a phone call back from XXXX at around XXXX XXXX.. He said the increase was due to the VA funding fee, but said that he would look into it and get back to me tomorrow. I impressed upon him the importance of time, because I had only three days from closing ( XX/XX/20 at midnight ) to decide if I was going to cancel my refinance. Now XX/XX/20, I heard from XXXX in the afternoon around XXXX XXXX.. XXXX XXXX that there was not going to be a VA funding fee, but that he was working on the closing disclosure with the closing department and to not sign the " Right to Cancel '' form. I specifically told him that I would need the disclosure sent to me first thing in the morning, as I had to work and that day and it was the last day I would be able to cancel my refinance if the figures were not satisfactory. XXXX also stated that the numbers would not be the same as my original disclosure statement, but was unable to tell me exactly what the numbers would be. I tried calling him later that day only to leave a message stating the numbers needed to be the same, this was not an opportunity for Freedom Mortgage to invent other fees to add to my closing disclosure. On XX/XX/20, I had no paperwork for my closing disclosure. XXXX called me in the afternoon, and still no closing disclosure. I informed XXXX that I needed that paperwork earlier today and they had three days to get me a new closing disclosure, which was still not available!!! I canceled my refinance as well as let him know that what occurred was unethical and illegal. Mortgage companies have to give you three days notice before closing if the closing disclosure amount changes and it should not vary more than 10 percent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MT
Zip: 599XX
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I've had a mortgage with Freedom Mortgage for several years. In XX/XX/2020 I contacted them about a IRRRL. It is XX/XX/2020 and my loan still has not closed. I can not get a straight answer and am told they are " waiting '' for one step or another. This is ridiculous and is costing me extra money every month. I believe it is deliberate to get extra income from interest. No one responds to emails, phone calls are met with rude employees who are not helpful. I regret ever having my mortgage with these people.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98290
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A