Date Received: 2020-09-14
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My Mortgage was transferred from XXXX XXXX To Freedom Mortgage, XX/XX/2020 I got an offer in the mail from Freedom mortgage around the last part of XXXX to lower my interest Rate I called them and talked to their representative XXXX XXXX His sales pitch was to lower my interest rate and 2 Skipped Payments in the amount of around {$3000.00}. This was a lie. I even called him back because closing told me I would only skip 1 payment, I stopped the process until I Talked to him. He assured me closing didn't have the final say he did! I should have been more aware of a fast talker, Because It was in all actuality 1skipped payment. when I realized it and contacted Him He said I should of held my XXXX payment and it was my fault. Because I had Already signed up for Direct Payment to Freedom Mortgage, My XXXX Payment was already pulled from my bank When we were in the process of Talking and signing this loan. So no w ay I could Hold it. I assume When you are promised something to get you to sign up for a loan that Freedom Mortgage Should Stand by What They Say.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55904
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I got a solicitation call with an offer to refinance from Freedom Mortgage loan rep XXXX XXXX on XX/XX/XXXX. I called back to act on the offer and was referred to XXXX XXXX who took the info and initiated the loan. Few days later I got a phone call to schedule the sign date with notary agent. That was the only time I was asked if I had any questions. We set and appointment on XX/XX/2020 at XXXX for notary agent to come to our home for us to sign new loan agreement. I was expecting closing disclosure prior the appointment to sign date on XX/XX/2020. We should had at least 3 days to review it and contact to ask questions. When didn't get our new agreement to review - I called and left several messages in period from XX/XX/XXXX and made last attempt to get any information about charges and fees during the appointment on XX/XX/XXXX, as the notary agent brought 2 copies of the loan agreement with her. None of those calls were returned and I made more then 2 dozen of them and left notes and messages to 10 different people. In the new loan agreement we've got from notary agent our loan amount was increased by {$2800.00}, there were fees that were not spelled clearly and their amount was different from {$690.00} that we were informed by. Our closing disclosure had XXXX XXXX XXXX as a contact, we never spoke to that person either. XX/XX/XXXX I got an e-mail from XXXX XXXX ( Escalations Team Agent ph # XXXX ) with an offer to give her a call. I tried to call, left several voice messages, replied to e-mail but got no rely or call back. I also sent a copy of that e-mail to her supervisor XXXX XXXX and left him voice messages several times ( on XX/XX/XXXX and XXXX ) with the same result. My last communication attempt was XX/XX/2020. That is 3 months of me calling Freedom Mortgage and them not returning my calls.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 547XX
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: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2020 I was in the process of looking for a XXXX refinance for my VA loan. I found Freedom Mortgage online and submitted my interest in applying for a IRRRL. There website seemed thorough. Within ten minutes I received a phone call back from a gentleman named XXXX XXXX, from Freedom Mortgage. He said he was in the business for 20 years and could help me if my credit score was above XXXX. I said it was. He proceeded to ask me questions such as : What was my home valued at? How much do I owe? He proceeded to calculate how many years I had left to pay '' 27.92 years '' was his response.He wanted to know my homeowners insurance company and the cost per month, as well as my annual taxes and " are they paid in my mortgage and when do I pay for them. '' What is my yearly income? He explained that there will be a {$950.00} funding fee since we did not have a rating on my husbands XXXX. He told me I would not have to bring any money to the closing table and it should take about 30 days to process. There would be no appraisal. My percentage rate would be 2.99. He pulled a soft credit and I have received the report. The problem is when I checked in with him about a week later, he said he was no longer with Freedom Mortgage. He had a sad story that he was pulled from doing loans and I asked what happened with my loan and there was nothing. He gave me a name of someone else at Freedom Mortgage and when I called her she was driving and thought I wanted a job with Freedom Mortgage. Come to find out she does not do loans but is a recruiter. I was truly hoping to refinance so I it would help my monthly bills. I am frustrated because I thought we completed an application over the phone with all the information I provided and getting a soft pull on my credit verified that for me. That also put a dent in my credit so when another company looks they will notice that pull. I did not want to lose the 2.99 percent for my refi. I will look for another company. But, I felt that I should make a formal complaint. I am very concerned that my Personal information may have been jeopardized in some way and feel very vulnerable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78028
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX I made my XXXX mortgage payment of {$2200.00} to Freedom Mortgage online through their payment website. This is a brand new mortgage and this was my first payment to them. These funds were deducted from my XXXX checking account on XXXX XXXX. However, upon checking my mortgage account online I saw that It was still showing XXXX payment as not paid and I was not credited for the payment. I called Freedom Mortgage customer service on XX/XX/XXXX and was told that they reversed the payment for unknown reasons. I was further told that my funds would be returned to my checking account within 2 days and at that point I just needed to submit the payment to them again. The funds were never returned. I called Freedom again on XX/XX/XXXX and this time spoke with XXXX. He told me that somehow part of my payment had been placed separately into my escrow account and that he had put in a request for that money be credited for XXXX payment. He told me my account would be credited by XX/XX/XXXX. This never occurred. Since then I have made 6 more calls to their customer service department. Each time, I get a new rep who promises that the payment will be credited and it never is. Ive also emailed them twice without a reply. My biggest concern is that this payment is reported to the credit bureau as late even though it was paid on time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34231
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: This is my story on attempting to do a simple streamline refinance on an FHA loan through my current lender Freedom Mortgage. On XX/XX/2020 I was contacted by XXXX XXXX XXXX ( Loan Originator NMLS ID # XXXX ) to inform me that my FHA loan was eligible for a rate reduction because of the current markets. I was sent the application papers to sign on XX/XX/2020. I was also requested to send a proof of occupancy as this loan is for our primary home. As I live in Alaska and EVERYTHING is sent to my XXXX XXXX getting this proof of occupancy proved to be difficult. On XX/XX/XXXX, I sent XXXX copies of my electric, heater oil, and propane bills all which has the XXXX. XXXX address and show they service my home address. On XX/XX/XXXX she finally responded in a generic email saying the three bills were not acceptable and I needed to send a paystub. She also mentioned that she had tried to call me, which was untrue as I had NO missed calls or voicemails from her. I sent out a paystub and W2 that same date. She responded back on XX/XX/XXXX saying that both of those forms were not acceptable as they had a XXXX. XXXX and not the physical address. I emailed and called asking her what would be acceptable as I had nothing else to send. She didnt respond to any form of contact and that was the last I would hear from XXXX. On XX/XX/XXXX, I am contacted by XXXX XXXX ( Loan Officer NLS # XXXX ) with the same email as XXXX informing me that I could get a rate decrease on my FHA. I once again signed the documents emailed to me and sent the same bills, W2s, paystubs, and anything else I could think of as our proof of occupancy. On XX/XX/XXXX, XXXX sent me an email stating the same thing as XXXX, that none of the paperwork I sent over would be accepted as it showed a XXXX XXXX mailing and a service address of our home address. He suggested I contact the post office and get a proof of address from them. I called our local post office and spoke with our post master who informed me that the post office does not offer address verification letters nor are they allowed to release any information regarding a clients address or XXXX XXXX information. That was the last I heard from XXXX XXXX after, multiple unanswered phone calls and emails trying to figure out how to get him what he needed. On XX/XX/XXXX, I contacted Freedom Mortgage customer service and spent hours on the phone being transferred and disconnected and more transfers until I reached someone who said they would help me. Her name was XXXX XXXX ( Customer Advocate-Escalations Team ). She was very helpful and patient as I explained the situation. She asked me about my drivers license, which ALSO has my XXXX XXXX as that is legal in Alaska. She sent me a routing slip to take to the Post Office and once again ask them to fill it out and stamp it. She sent me her direct line in an email so I could easily contact her to get this situation sorted out quickly. She also got me in touch with my personal customer advocate XXXX XXXX. The next day I went to the Post office with the routing slip and once again was denied the stamp or signature from the Post Master as that is not a service they offer. I came home and called XXXX direct line as stated on her email ( XXXX ) and it went to a construction company, not Freedom mortgage or XXXX XXXX. I called XXXX XXXX, whose direct line went to voicemail. So I called the customer service main line again and asked to be transferred over to her line. I sat on hold for a long time until she finally answered. I told her what happened with the Post Office and Post Master. She insisted that I was wrong and the post office/master would fill out the paper. I finally got the Post Master on a conference call with XXXX and had the Post Master tell her what she was telling me. After the Post Master hung up, XXXX still insisted I go to the Post Office and get the routing slip filled out as it was the ONLY way. I then got the USPS main office in XXXX on the line who also told XXXX that is not a service the USPS offers and they would not be signing or stamping any paperwork for us. Basically it all ended with XXXX still telling me to go to the Post Office and getting the paper stamped. At a loss of what to do and with a gut feeling of deceit, on XX/XX/XXXX I went into the Post Office and asked a clerk ( not the Post Master ) to stamp the paper with a normal dated stamp that showed our town name. I filled out the remaining information on the routing slip at home and emailed it to XXXX. She respond right way with XXXX and asked me to send a copy of utility bills which I did. They next day, XX/XX/XXXX, I sent an email asking if she had received the utility bills to which I got no response on phone or email. On XX/XX/XXXX after multiple failed attempts to reach XXXX and find out if she needed anything else, and to check on the process, I sent her manager XXXX XXXX an email stating how unhappy I was with his teams customer service and response. He has NEVER responded to my email. On XX/XX/XXXX, I was contacted by XXXX XXXX who asked me to send a copy of my marriage license as I had purchased this home under my maiden name and they needed proof of my name change. I sent it right away. On XX/XX/XXXX, I FINALLY got an email from XXXX that said I just wanted to follow up with you to let you know we are still pending title to be cleared. Once cleared we will be able to move your file to underwriting for approval to close. I will keep you updated on the status of title over the next week. Let me know if you have any questions or concerns. Thanks. I responded immediately and thanked her for the update. On XX/XX/XXXX, I get emailed from XXXX XXXX asking me what my current legal name is as there was some discrepancy between the last name on the current loan and the refinance loan. I sent her an email response stating that I had sent over my marriage license and had confirmed a name change with XXXX. Then silence again until XX/XX/XXXX when I wrote to XXXX asking on an update on our loan as it had been a month. Nothing. Later that day I receive an email from XXXX XXXX ( Customer XXXX ) asking for my proof of occupancy, proof of name change, and SSN verification. I tried to call his direct line as listed on the email which ended up not being his direct line - SURPRISE! So I sent him an email stating that I had already sent all of the information he wanted to his colleagues and I would not be sending anymore information until I heard from someone personally on the phone from Freedom Mortgage to further discuss my application. That afternoon I get sent more digital paperwork to sign which I did not as I wanted to hear from someone at Freedom before proceeding. On XX/XX/XXXX, I sent XXXX an email and called her direct line asking her to contact me. I sent another email and left another voicemail on XX/XX/XXXX. I also sent another email to her boss XXXX asking him to call me to discuss his teams extreme lack of customer service. After more calls and voicemails, I sent a final email to XXXX and XXXX on XX/XX/XXXX informing them I was going to contact you ( CFPB ) as I am done dealing with their incompetence. I understand applications are backed up due to Covid, but this experience is totally unacceptable in my mind. I cant trust these people to keep my paperwork straight or contact me back in a timely fashion even to update me on the process. Why would I want them to hold my loan or trust them with my personal and sensitive information? I almost feel as this is a complete scam they are promoting and I am moving my financials elsewhere. I will NEVER recommend Freedom Mortgage as a reputable company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for re-financing with my current mortgage company at my current residence back on XX/XX/2020. It has been one delay or surprise after the other and often I am the one doing ALL the follow up. Delays include documents going into someones spam ( or so they claim ), them trying to push the responsibility of finding HOA documents on me, delayed and/or inconclusive responses to my email inquiries and also big surprise half way through the process that my mortgage is being sold before I close. I won't go into too many more details here but I have many emails documenting my claim. It has been almost 60 days now and my life has been in the balance. I haven't been able to make any major purchases, takeout a new credit or other for going on 5 weeks now plus all uncertainty and during this time is is causing me a lot of grief and stress.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78717
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: ( This is a continuation of a previous complaint ) XXXX XXXX XXXX from Freedom repeatedly justified the credit inquiry on XX/XX/XXXX by providing a letter via Freedom 's records signed by the loan officer, XXXX XXXX, stating that I gave verbal authorization on XX/XX/XXXX for a second credit inquiry. That letter is flat-out lie. I never gave authorization verbally, or in any form, ever. My records show ( and I have repeatedly provided ) email transcripts between myself and XXXX, where I specifically told him a month prior I did not want my credit pulled a second time. After it was pulled on XX/XX/XXXX, XXXX stated in another email that he would have the second inquiry removed off my credit report within 10 business days. My records also display the text conversations with XXXX on XX/XX/XXXX, immediately inquiring why my credit was pulled after I was alerted to it, and XXXX stating he would look into why it was pulled without my consent. Obviously I did not give him consent on XX/XX/XXXX, and XXXX was aware of this, as seen in the text conversation that day.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We've previously filed a complaint regarding this issue with CFPB. Freedom Mortgage ( one of our current servicers for a VA loan ) will not stop calling us offering a lower interest rate despite having asked several times to be removed from their marketing list. Each time we spoke with them, we were assured that we would be removed from this list and a supervisor confirmed towards the end of XXXX that we will not be receiving any further calls. However, I just received another call today ( XX/XX/2020 ) from XXXX at XXXX MST from a gentleman claiming to be with Freedom Mortgage, again asking me if I've had a chance to review their offer of a lower interest rate on my mortgage. Is there any way CFPB could please contact this company and audit these calls? This has to be illegal. The phone number in question is a cell phone. In the meantime, I have removed my contact information from their system to hopefully prevent further calls, however I can't be the only person this is happening to and this matter really needs to be investigated. Please help! Thank you!
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: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-09
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Complaint Part 2- Previous background : I applied for a refinance loan on a property with Freedom Mortgage in XX/XX/2020. My credit report was pulled for the first time with my consent in XXXX. Three months later, due to completely unprofessional conduct in regards to proceeding with my loan application ( Covid slowed the process down by a bit, but not to the extent that mine was delayed ), the credit inquiry was close to expiring. On XX/XX/XXXX, I emailed the loan officer specifically about making sure my credit is not pulled a second time, and I was assured it wouldn't be. On XX/XX/XXXX it was pulled via Freedom Mortgage a second time, this was without my consent. Since XX/XX/XXXX, I've repeatedly requested to Freedom that this inquiry be removed from my credit report. They have not done so. ( At five months into the process on XX/XX/XXXX, I had no choice but to move on to a different lender, since Freedom still could not get to the point of closing the loan at the agreed rate and closing costs that I signed off on in XXXX, and it was clear that proper and respectful customer service was not a concern for them. ) Since it was pulled again in XXXX, my credit score has dropped 20-plus points due to that new inquiry. I was told by Freedom at the beginning of XXXX it would take 10 business days to remove. It's been over 50 business days, and after having yet another conversation with Freedom about it, it was clear it is not a priority to get it resolved, at my expense. Updated issue : Freedom justified credit inquiry by providing me a letter signed by the loan officer, XXXX XXXX, stating that I gave verbal authorization on XX/XX/XXXX for a second inquiry. That letter is flat-out lie. I never gave authorization verbally, or in any form, ever. I provided email transcripts between myself and XXXX, showing that I specifically told him a month prior I DID NOT want my credit pulled a second time, and XXXX saying after it was pulled that he would have the second inquiry removed off my credit report within 10 business days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2020-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Under the Cares Act, my FDA backed mortgage with Freedom Mortgage, was approved for the 6 month forebearance due to COVID-19 on XX/XX/XXXX. Before entering into the forebearance, our mortgage was current and paid up to to date. The forebearance period will end in XXXX of XXXX. Under the legal section of the forebearance acceptance document, it says that our loan will not be sent to foreclosure. I received 4 forclosure notices on Saturday, XX/XX/XXXX. Today is XX/XX/XXXX and I called Freedom Mortgage to enquire about the foreclosure notices. I was told that these notices are automatically generated, but not to worry, but could not get anything in writing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A