Date Received: 2020-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage sent a pay-off statement to the Escrow ( refi ). The pay-off included a late fee charge of {$150.00}. I disputed the amount and Escrow mentioned that companies " usually '' add this and reimburse at the close. The Pay off was sent to Freedom on XX/XX/XXXX. When we received our full statement from Freedom XXXX XX/XX/20 XXXX, the document did not indicate any line item to reimburse the late fee. I called Freedom twice and agents just told me that they " do not '' see any charge for the unpaid fee. I have tried asking Escrow to reach Freedom for an explanation. My ask was to receive a full line by line accounting of what was charged and reimbursed. Since we were not late in the payment- where did the {$150.00} charge end up?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2020-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-17
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a veteran who has a current VA loan with Freedom Mortgage XXXX this company bought my loan from J G Wentworth ). I have never had a late payment with Freedom Mortgage.I began receiving solicitation from Freedom to take advantage of the IRRRL ( interest rate reduction refinance loan ). In late XXXX I called and XXXX took my application. Email correspondence began in XX/XX/2020 with XXXX XXXX XXXX XXXX XXXX ) XXXX.I have sent emails to him beginning XXXX XXXX and 6 other emails to XXXX XXXX with the last one XX/XX/2020. In addition, I have record of 5 voicemails. XXXX XXXX is very slow to return calls and emails. Whenever I have been asked for a document I have responded within 24 hours. The exception is a letter from me granting permission for the lender of my HELOC XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA ) to request a credit report. I have explained that AFCU does not require a credit report. I have explained this via email at least 5 times. I believe Freedom is speaking with the wrong XXXX XXXX. I'm told my loan now at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. She has twice asked me for the same letter in her emails.I have explained the above to her.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 864XX
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage acquired our home loan recently so after the transition process we received an email about refinancing. We decided to take advantage and replied to the email and seemingly started the process. We then received a call from a XXXX XXXX claiming to be a loan officer with Freedom Mortgage. Thinking that the reason for his call was associated with the email we received and answered, we proceeded to give him our information ( Social security #, etc ). I also have an email, sent from XXXX XXXX claiming telling me that he is our Loan Advisor. He said he would get back to us later on in the day but that never happened. My wife and I both called multiple times and sent a few emails requesting an update only to finally find out ( the next day ) that because we answered the original email offer to refinance, XXXX was unable to help us anymore So basically, like a used car salesman, he found out we had already started the process with the bank and just blatantly ignored us after that. This is very unprofessional in my opinion. Keep in mind, we were unaware that his call was unrelated to the original email sent from Freedom Mortgage. From this point on, things go even more downhill and we realize how much of a disorganized, mess these people are to deal with. Multiple calls, multiple emails ( I lost track ), we still never had an actual loan advisor, the only person we have dealt with from this point is Mr. XXXX XXXX who thinks everything is going smoothly and that its okay for us to not have a direct person helping us with the process because hes certainly not. He also commented that my wife and I must not communicate properly even though we both work directly with each other, same company for the last 12 years. So, we finally have the closing date but of course, this does not go smoothly either. A representative from the closing company ( XXXX XXXX XXXX ) calls me to reschedule the time from XXXX to XXXX, same day. We agreed, waited, and received a call at about XXXX from XXXX XXXX stating that his GPS is telling him hes about 30 minutes away. This was unacceptable and I told him to reschedule. We rescheduled for Friday XX/XX/XXXX, XXXX and literally the closing company Texts me at XXXX to tell me its been canceled by the lender. After complaining again, we now have another individual dealing with this but its still going nowhere, we started this on XX/XX/2020 and it is now XX/XX/XXXX Id also like to reiterate that we did not reach out to Freedom Mortgage to refinance, the asked us. I've attached the original email from them with our " Loan Advisor '' that didn't follow through ...
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33414
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I spoke with a customer service representative at Freedom Mortgage Corp regarding the COVID Forbearance plan that they were offering. I was told on that day that the forbearance plan would have zero effect on my credit report and credit score. I was told that at the end of the forbearance period, the total amount of payments not made would be due. The representative then told me that if I had any interest in refinancing, that I could choose to do that at the end of my forbearance period and just roll the total amount due into the loan balance of the refinance. Well, come XXXX my amount due was {$10000.00} by XX/XX/XXXX. At that time I called and spoke to a refinance representative who at that time told me, " no you absolutely can not refinance while in an active forbearance plan ''. I explained that I was told on the phone at the time of my forbearance request that I would be allowed to refinance my loan and his response was " was that person licensed? ". How would I know if whoever I spoke to is " licensed '' or not and why would that matter? Regardless I was stuck in a terrible situation of having a large payment due to get caught up on something I thought was supposed to be helpful, but only ended up hurting me in the long run. Due to this inaccurate information that Freedom Mortgage provided to me, I had to take a loan out on my XXXX to get the money to bring my mortgage account current. After I submitted and brought my account up to date, I then tried to refinance with my bank that I am not only a customer for over 20 years, but I am also a XXXX since XXXX. Once my application was submitted, I was called by the loan officer with the news that he can not proceed with my application because my credit score is down to XXXX. That is about 100 points less than what my average credit score was before this forbearance plan. I am an XXXX with my company and work in a highly respected area. To get that call was one of the most embarrassing moments in my career. The amount of stress and money this whole forbearance plan has caused me is absolutely ridiculous being that this was supposed to be helpful and have no negative impact on me due to the pandemic. It was exactly the opposite of what Freedom Mortgage promised. I have decided to take legal action. So today ( XX/XX/XXXX ) I called Freedom Mortgage and requested a copy of the phone conversation that took place on XX/XX/XXXX with all of the misinformation given to me. The representative I spoke with, XXXX, told me he was not allowed to release that to me and he asked why. I told him of all the issues mentioned above and he told me " yes at once point we were told we could offer refinances on forbearance plans, but that they took back what they said because it was not allowed to be offered ''. I told XXXX well that news was never told to me. After that initial forbearance call, I all along was under the assumption I could call and refinance. He told me he would have to put the request into his manager regarding the voice recording and that once his manager listened to it, he would call me to discuss. I am still waiting for that phone call. My attorney will be sending a subpoena for those records and will move forward with legal action.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44138
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have a VA loan on our home thru Freedom Mortgage with a guarantee that we can refinance should interest rates drop. We started that process a few months ago, signed all the required documents and returned them to Freedom. We had a settlement date of XX/XX/2020. Freedom called us a few days ahead of that date and said they had to move the date because they made an error in the lot number on the documents. We were told that settlement would be postponed a week. We did not hear anything from Freedom, so called the loan service dept. to check status. We were told the loan was ready and had been sent to the main office. When we didn't hear anything, a week later we made multiple calls and spoke with XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX who would not provide her last name. We also left several messages for XXXX XXXX who is the person we were told is handling the loan. She never returned multiple phone messages until a message was left telling Freedom we are going to pull our loan. Ms. XXXX then called back within 30 minutes and said we can go thru with refinance or stop it. When asked what the status is, she said the loan is with the underwriters and we should get a call for settlement within the week. We are now trying to work through loan advocate, but when we called the number provided and requested one, they transferred us to a person who said he is a loan adviser. We have now made another month 's mortgage payment at the higher rate and there is no end in sight for us for the lower rate and payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 157XX
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I mailed my XXXX payment on XX/XX/XXXX in the amount of {$1200.00} to Freedom Mortgage on check # XXXX. I received a letter from Freedom Mortgage dated XX/XX/XXXX stating that Freedom Mortgage had not received my payment and a late fee of {$36.00} had been applied to my account. I received another letter from Freedom Mortgage dated XX/XX/XXXX stating that my XXXX payment had been returned as unpaid from my bank and a {$15.00} returned check fee had been applied to my account. A letter dated XX/XX/XXXX from Freedom Mortgage came, stating that they have been unable to contact me regarding my mortgage payment. Freedom Mortgage sent a letter dated XX/XX/XXXX stating that the balance of {$2500.00} was still outstanding and they have reported me to the credit bureaus. On XX/XX/XXXX I submitted my XXXX payment on check XXXX which has cleared my bank. On XX/XX/XXXX I submitted check XXXX in the amount {$1200.00} to Freedom Mortgage to replace check XXXX for XXXX payment along with the late fee and returned check fee still has not cleared my bank ( XX/XX/XXXX ) I called Freedom Mortgage on XX/XX/XXXX and spoke to XXXX, agent # XXXX, to dispute the late charge and the returned check fee. I request my check back and she said that they do not keep check that it has been shredded. In order to dispute the charges I would need to provide a statement from my bank saying that there were enough funds to cover the check along with an XXXX bank statement. The payment was added to my account on XX/XX/XXXX and reversed out on XX/XX/XXXX for insufficient funds then presented to the bank again on XX/XX/XXXX. I told XXXX that I would not providing a statement of my finances but would provide a balance on the dates the check was ran. I asked how long it would be until this would be resolved. She said it would take 10 days. I contacted my credit union, XXXX XXXX XXXX, and spoke to XXXX XXXX and explained the situation. She looked at my account and said that check XXXX had never been presented for payment and would be happy to provide a letter stating that along with the balance of the account on XX/XX/XXXX & XX/XX/XXXX. I received the letter from XXXX on XX/XX/XXXX and forwarded to the email address that XXXX provided and receive a confirmation of the email from Freedom Mortgage. On XX/XX/XXXX I called Freedom Mortgage to check on the status of my dispute and spoke to XXXX, agent # XXXX. I requested to speak to a supervisor and was transferred to XXXX ( XXXX? ). I explained the situation to him. I again requested my check back and he said that they do not destroy checks that it should have been returned to me and that he would reach out to XXXX about the inaccurate information. He said that he would need my verbal authorization to reach out to XXXX to speak to XXXX about the check never being presented for payment. He reassured me he would call be back on XX/XX/XXXX, I confirmed the phone number they had on file and provided the correct phone number. I have never received a call back from XXXX. On XX/XX/XXXX I called Freedom Mortgage because I had not heard back from XXXX and spoke to XXXX, who transferred me to XXXX, who then transferred me to XXXX in the customer service satisfaction department. XXXX confirmed that XXXX had not called me back nor had he called my credit union. I requested to have the called escalated to a supervisor. After being on hold for over 40 minutes my called was transfer to XXXX, agent # XXXX. XXXX said that until I provide a bank statement from XX/XX/XXXX - XXXX showing my balance that this would not be resolved. I told him that the check was never presented to my bank for payment. I again request that my check be returned to me and he said that XXXX did make a request to the cash department to get the check back. XXXX later told me that the check had been destroyed. XXXX later said that XXXX did contact my credit union and receive a quick busy signal. There were a lot of inconstancies in the conversation with XXXX so I asked that the call be escalated. He said that his manager, XXXX XXXX, was not working in the office and that he would email her. I asked to be CCd on the email so ensure that the information was correct and that she had my correct contact information. XXXX said that XXXX would tell me the same thing that I would need to provide a bank statement from XX/XX/XXXX. I asked that XXXX call and speak to me regarding this matter. I need help getting this resolved because every person I speak to at Freedom Mortgage gives me a different version of what happed and what is needed from me to resolve this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80229
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2019 my wife and I refinanced our home with Freedom Mortgage. As apart of the closing Freedom Mortgage withheld {$2200.00} as a Escrow Holdback for minor repairs required by Freedom Mortgage. We have made several attempts to retrieve this funds as the required repairs have been completed. Every attempt to resolve this matter with Freedom Mortgage as resulted in being transferred to several different departments with no willing our able to assist with resolving this issue. My Freedom Mortgage loan number is XXXX. I will attach below a copy of the Escrow agreement.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30038
Submitted Via: Web
Date Sent: 2020-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my loan was recently sold to freedom mortagage company in virginia and I was told by my previous lender my payment would not change. Online it showed to pay XXXX, my paper bill shows XXXX. When I call they say it is XXXX. The company says I owe three different amounts and claim my escrow is behind which was never a problem with my original lender. I have only been with this company two months and they have managed to XXXX up my entire mortage. When i reported it I suddenly lost access to my online account and they stopped returning my calls. The paper statements dont even match what their system shows. I feel this company just buys loans to try and foreclose their homes and charge unnecessary fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Negligence to refund escrow funds two months after closing transaction of the sale of the property. I am a real estate broker licensed in California and because I understand this process, I am demanding the refund of my escrow funds. I wonder what happens with borrowers that are not aware of this process. As today, XX/XX/2020 we haven't received refund and we only received unreasonable excuses by email and phone calls. On XX/XX/2020 the sale transaction was closed and there was an escrow balance of {$2000.00} refundable to us after paying taxes and insurance. Initially, after waiting for Freedom Mortgage to process the refund, we called Freedom for an update and we were told that the check was mailed to the address in file. The address in file it was the address of the house that we sold. I wrote an email giving Freedom the new physical address. Freedom reply XXXX that the check was mailed to the new address, BUT Freedom didn't include Apartment number and we never received the check. On XXXX Freedom notified me that have initiated the process of cancelling the check and 10 days after the old check would be voided, Freedom will issue a new check. Freedom wrote : " If the funds were not cashed, we will void the check, place the funds back into escrow, and then reissue the check in the amount of {$1800.00} ''. If " funds '' never were cashed, what funds would be back to escrow? On XXXX Freedom wrote : " We forwarded the request to void and reissue the check on XX/XX/2020 as well to the appropriate department. The target completion date for the escrow department to review the request is XX/XX/2020 ''. On XXXX Freedom wrote : " Our records indicate, that the initial escrow refund check has been voided and new check will be reissued within 10 business days ''. My wife has been calling Mortgage on XXXX, XXXX and XXXX and get different excuses. As today, XXXX, Freedom told my wife again that the check will take 10 business days to be processed and we should receive it at the end of this week!!! We are lost and we really don't believe all of Freedom excuses.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91342
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We started the refinance process back in XX/XX/XXXX with Freedom Mortgage and it has been a constant roller coaster ride of contacts changing, numbers disconnected, issues with our address, incomplete information on the Mortgage side so they had to go back to square one. At one point the title company had said our property was paid in full. We kept being told it was with the underwriters but then it would be incomplete. We have dealt with an address issue 3 times because we have a po box ( this concept is not new ). We are still not closed, we just called again on Friday XX/XX/XXXX and was told they needed to speak with the manager and get back to us. But of course we have not received a call back. This refinance was going to cost us {$4000.00} but I was expecting it to be done by XXXX at the latest, were going on to 5 months now. Our locked in rate expired back in XXXX. I just want them to either say no we will not do this refinance so we can move on, or finish it. Again I was financially expecting this to be done by XXXX and it has caused us financial strain
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A