Date Received: 2020-09-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage Corporation will not endorse my insurance check for hail damage even though they have had the check for one week. I have the XXXX receipt to prove it. I even enclosed a return next day envelope.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55343
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: 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 XXXX 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.
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: 2020-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My loan had been sold to Freedom Mortgage in XXXX. Since XX/XX/2020, I have been receiving harassing calls to refinance several times a day, 6 days a week. I have requested they stop calling me, placed my number on the go kit call list, and outright stopped answering their calls. They continue to call and its annoying and harassing at this point.
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: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The mortgage servicer, Freedom Mortgage failed to pay the premium for our homeowner 's policy out of the agreed upon escrow account. The payment was due by XX/XX/2020, and on XX/XX/2020 payment was not received by the insurer and coverage was cancelled. I was forced to pay out the full premium of {$2500.00}, and a late payment of {$250.00} out of pocket. This is the 3rd time since origination of this loan that the homeowner 's policy has been cancelled for non-payment, and the payment has always been under the purview of .escrow. I wrote a notice of error to Freedom Mortgage on XX/XX/2020, and sent it certified, return receipt. The letter and numerous phone calls stated that I had PAID the insurance amount in full, and requested that escrow be removed. According to their records, XXXX then sent the amount of {$2500.00} to pay the {$0.00} balance to the insurer. I finally received the refund FROM THE INSURER on XX/XX/2020, over 2 months since I paid the insurer in full. On XX/XX/2020, Freedom Mortgage did send a response to my notice of error, stating " we have consented to terminate the escrow for REAL ESTATE TAXES and/or homeowner 's insurance '' ... '' within 14 days, '' ... '' refund any balance. '' As of XX/XX/2020, I have not received a refund, NOR has my escrow been removed from the payment. I do not trust Freedom Mortgage to pay taxes and/or insurance out of escrow in a timely basis, therefore I want to end escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My mortgage was sold from XXXX XXXX to Freedom Mortgage on XX/XX/2020. On or about XX/XX/2020 I received a phone call from Freedom Mortgage ( FM ) asking if I wanted to refinance my mortgage at a lower rate. I agreed to do the REFI. Mid XXXX I received a monthly bill for the payment of XXXX 'S mortgage payment. During my prior conversation with the REFI individual, XXXX XXXX, I was told that I wouldn't have to pay XXXX 's payment and possibly XXXX 's either. I again questioned XXXX concerning the XXXX payment. There were multiple calls and emails at this time about the delay 's in getting the REFI done and when we would close. The closing of the REFI was excessively delayed. I ended up paying both XXXX and XXXX 's payments. The XXXX payment was also sent in on time. # # # Here in lies the problem. AT NO TIME WAS I EVER GIVEN A BILL FOR XXXX. I NEVER RECEIVED ANY COMMUNICATION FROM FM OF A PAYMENT DUE NOR DELINQUENT FOR XXXX! Because the XXXX auto withdrawl was always on the second of the month, I initially assumed it was taken out of my checking. When I received my checking statement in XXXX ( for XXXX ), I found out the auto payment wasn't taken out. Since I had heard NOTHING from FM, I then assumed XXXX had used my Escrow monies to make the payment ( I learned later that this was illegal ). I requested a statement from XXXX which subsequently showed the XXXX payment as being PAID. During this whole absolute disaster of a deal, there was miss information, unnecessary delays and in some cases outright lies. It has been 6 months for a simple REFI. I have spoken to over 20 individuals, spent hundreds of hours on the phone ( mostly on hold ) trying to get answers. On XXXX or XXXX XXXX I mailed in the XXXX payment. The very next day, XXXX XXXX, I received a phone call from FM Scheduling Dept informing me that the closing would take place on I believe it was on or about XXXX XXXX. I mentioned that I had just mailed in my XXXX payment " yesterday. '' I was asked by the FREEDOM MORTGAGE scheduler if I could " stop payment on the check. '' I responded that I could and went to the bank on the next day and did so. The closing was then changed to XXXX XXXX. After reviewing the closing documents, I discovered an " apparent ' error and said I needed to speak to someone about the numbers. I was told there's no one I could speak with directly ( again a huge problem with the way FM does business ) to get an explanation.. # # # In speaking to a FM manager ( XXXX XXXX ) in XXXX, I sent in bank statements, cancelled checks and XXXX XXXX statements. Both he and I were at a loss to figure out why the numbers were wrong on the closing statement. Mr XXXX later found out that Freedom Mortgage, WITHOUT INFORMING ME, was taking each payment and applying it to the PRIOR month. When I stopped payment on what I thought was the XXXX payment due to the impending closing ( and as directed to do so by a FM scheduler ), it was construed by FM that I was stopping payment on the XXXX payment. AS A RESULT, THEY FILED A NON PAYMENT WITH THE CREDIT BUREAU, I LOST 50 POINTS ON MY CREDIT RATING AND WAS SUBSEQUENTLY PREVENTED FROM REFINANCING WITH ANY OTHER COMPANY.. This transpired because of Freedom Mortgage 's total lack of communication, the inability of consumers to get accurate information, incredibly excessive phone hold times, new personnel who evidently have a lack of knowledge of procedures and a total lack of coping with purchasing thousands of new mortgages and not having the personnel to deal with customer service .In my numerous conversations with FM personnel, I was never informed about where my payments were credited and that I was behind one month in payments.I sent in bank statements, cancelled checks and XXXX XXXX information. Throughout this entire 6 month process, I did what I was told to do by Freedom Mortgage. In my 50+ years of home ownership I have NEVER missed a mortgage payment nor been treated so horribly. During this frustrating process I mentioned that I could get a much lower rate ( 2.5 % ) than the FM rate of 3.25 %. Freedom Mortgage, who already has my mortgage, has NO incentive to fix this problem that THEY created. If they mess up my credit report by filing a non payment, it would make it impossible for me to get a mortgage from any other bank. # # # Finally, The negative credit report was due to Freedom Mortgage 's failure to notify me of a payment due for XXXX thus producing incorrect closing numbers, late payments ( reverted to prior months ), and hundreds of wasted hours on the phone, the inability for me to acquire a better rate, and {$1500.00} lost in lower interest payments for he delays in closing. The transfer of mortgages is protected by Federal Law for just such situations. Banks taking advantage of consumers. I feel this is exactly what transpired here. ....
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34482
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I originally sought my home loan from XXXX XXXX XXXX, eventually the billing was assign to Freedom Mortgage and have no problem, however a Total Fees & Charges appeared XX/XX/XXXX Mortgage Statement. When I called via cellphone my explanation was pass from one customer service to another. I wrote a letter XX/XX/XXXX asking explanation why I was being charge for {$30.00} Fees. Instead I received a photo copy of Transmittal Sheet of Payoff Request and Borrower ' Certification & Authorization which has nothing to to do with my complaint. Again on XX/XX/XXXX I wrote a letter and including " A. Settlement Statement ( HUD-1 ) " Im obligated to pay only what is stated on this loan and not receive any response at this point of time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94134
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My current loan servicing company Freedom Mortgage Corporation approach me about a streamline refinance to lower my interest rate. At the very beginning and during the entire process my main concern was regarding my current escrow balance of {$1700.00}. I asked on numerous occasion and even at closing was this balance going to be transferred to my new loan. I was assured that was going to happen. Once my new loan was booked, that did not take place my new escrow account only has {$560.00}. The entire streamline process was not a win for me as a consumer for the following reasons : 1. Principle balance increase 2. Additional 1 month to mortgage 3. Payment will remain the same or higher like original payment once new property tax bill generate. My may concern with my escrow balance was due to the fact I just build my home and living in a new sub division where my property tax was has not been accessed correctly. I wanted to have the surplus money in my escrow that when my property tax bill arrive i will not have an escrow shortage. Now once Freedom Mortgage receive the correct property tax bill from county my tax will be paid. At which point Freedom will either increase my overall mortgage payment or i will need to send in a lump sum payment for shortage. This is ever deceptive way of conduction business. I have requested for the company to go back and listen to all my calls since they are all recorded.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2020-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I tried to refinance home through freedom mortgage and was told there is a lien on my home when in fact this is not true there was a stipulation during my divorce if I did not refinance there would be a lien put on but I in fact refinanced the home in the time frame I was given. when I try to contact no one seams to get back to me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 56601
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: hello, this people, freedom mortgage are overcharging me {$410.00} for a lapse insurace they say, ive been living in my property for 12 years been thru 3 banks and never had do deal with this kind of harrasment, these people are crooks, ive talked to them, messaged them even spoke to suppervisors.nothing, they say they will fix this and call back, they dissappear they dont care, the worst customer service in my life. it all started around XX/XX/2020 they send a letter asking for insurance, i contacted my condo assoc asked for the information on the policy and and had them send it to them apparentlly they dont accept that insurance but the worst thing about this is that everything they do is by letters, no emails no calls, that way the customer is the one that gets affected, so it happenend that they sent a letter around XXXX, wich we were on a PANDEMIC, i wasnt checking my mail or couldnt, that they didnt accept this insurance, by the time i was able to see their letter and tried to shop for insurance i couldnt, we were on a PANDEMIC. until XXXX when i was able to shop for new insurace and get underwrittes which took 2 weeks i send it to them, by the time theyre charging me {$410.00} can you belive this???? this company are crooks, they dont care at all, i need you to contact them and have this issue fixed, they can not just overcharge you {$410.00} for nothing, not only that {$410.00} a month is {$4900.00}, what kind of insurance is that?????????????? i was able to get a whole year of coverage for {$700.00}, can you belive this??? anyways ive been messaging them calling them and they dont care, at all please help me fix this issue.tks FREEDOM MORTGAGE HAS TO BE STOPPED!!!! DO NOT USE THEIR SERVICES AND LET ALL POTENTIAL CUSTOMERS KNOW WHAT THEIR GETTING INTO!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33193
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Obtained mortgage from XXXX XXXX XXXX on XX/XX/XXXX at XXXX ARM at 4 % for a monthly mortgage payment of {$4300.00} inclusive of principal, interest. escrow ( property tax, PMI, home insurance ). Mortgage was sold to XXXX in XXXX. In XX/XX/XXXX received letter that from XXXX XXXX monthly payment will be {$5100.00} an increase of {$830.00} due to escrow shortage. Did not get clear reason of escrow shortage from mortgage company for 3 months. ( ARM always remains fixed ) Mortgage was sold to Freedom Mortgage from XX/XX/XXXX. They after few calls, in XX/XX/XXXX said previous company sent me an escrow surplus check in XX/XX/XXXX of {$6900.00} which I never received. The previous company then did escrow analysis afterwards and determined escrow shortage and increased mortgage payment from XXXX XXXX. They did surplus calculation first and then did escrow storage determination. This increased our mortgage payment by {$830.00}. Requested check of {$6900.00} from previous company took 1 month to reach on XX/XX/XXXX. Freedom Mortgage on XX/XX/XXXX agreed to do a fresh escrow analysis and report back in a week. We called on XX/XX/XXXX and then they denied to do escrow analysis. Rather they asked us to continue to pay the increased mortgage payment as well as the escrow deficit ( approx. total of {$8200.00} ) and that they will do escrow analysis in XX/XX/XXXX. It was very unjustified that they demand for us to pay more monthly for complications in escrow calculations due to no fault of ours. Incidentally, we continue to keep paying {$4300.00} as we have come to determine that our property taxes did not increase, and all other escrow payments are constant. As per ARM we have never seen mortgage monthly payments increase during the ARM period. They are giving all kinds of reasons to not do justified mortgage escrow analysis and we are being harassed for the past 6 months. It seems they want us to get penalized by forcing us to pay higher monthly payments due to escrow complications, not created by us.
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: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A