Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage charged us a late payment fee of {$120.00} when we never paid late because our mortgage was automatically deducted from our bank account. Freedom Mortgage provided the incorrect escrow balance on our Payoff Statement, dated XX/XX/2020. The escrow balance listed was {$3900.00} and did not include the XX/XX/2020 escrow payment. Correct escrow balance was {$4700.00}. We are owed {$8700.00} from Freedom Mortgage. It is XX/XX/2020. Freedom Mortgage received full payoff amount on XX/XX/2020.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91103
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan is a VA Guaranteed loan and it is a Re-Fi. My first payment was due on XX/XX/XXXX. Although I did not receive a statement I did contact Freedom Mortgage before my payment was due to find out how much my payment is and where to send the payment. I did get my first re-fi payment to Freedom Mortgage on XXXX however the payment was due on XX/XX/XXXX. I was told that the payment was still within the " grace period '' of 15 days and everything would be fine and no negative entries would be made into my credit record. To this day I still do not receive a statements in time to make my payment on time. In fact most of the time I do not receive statements at all to make my payment. The following is when my problems started with Freedom Mortgage : The onset of this problem started on XX/XX/2020 when a representative from Freedom Mortgage stated that their institution did not receive a payment from me from the month of XXXX. With that being said I sent a payment. A couple of hours later I deciede to check with my bank only to find that I did make a payment on XX/XX/XXXX. I called Freedom Mortgage and explained to them what happened ( above paragraph ) and requested my duplicate payment for the month of XXXX back. I was told that they would send the payment back to me in 2 days. I did not receive my payment in the stated two days and requested my payment once again. After weeks later with hours and hours spent on the phone with Freedom Mortgage, I finally received a check from Freedom Mortgage to replace my duplicate payment on or near XX/XX/XXXX. I deposited this amount back into my checking Account with XXXX. The above is what I believe started the problem with Freedome Mortgage tracking my scheduled payments and they have claimed since XXXX that I have been delinquent or behind in my payments. At this point let me say that I have made every scheduled payment and I have all of the bank records. I have even spoke with my banking institution for verification that Freedom has received every scheduled payment and that they have cashed my payments. Freedom Mortgage still insists that I owe for the month of XX/XX/2020 even though I have proof that the payment has been made. I have spent approximately 28 hours on the telephone with Freedom Mortgage trying to straighten out their mishandling of my account. I have emailed to them all of my cancelled checks and financial transactions made with them concerning my account which shows I have made all of my payment however I normally get a different person each time and everything has to be explained all over again. Sometimes the person I speak with gets it and sometimes they can't figure it out. I spoke with one woman named XXXX who said she would fix the account because she found their mistake however I never heard from her again after she said she would send a detailed explanation to the correct department within their institution explaining where the problem is or was. She also stated I do not owe on my account and that I was completely correct. After 60+ days Freedom Mortgage still claims I owe them a payment and I have received letters that they are charging me late fees more than once however I can not receive a statement from them to make my payment. Again, I have all bank documentation proving that I do not owe Freedom Mortgage and that I am current in my payments. I also have every telephone conversation recorded with Freedom Mortgage recorded backing up everything I have stated in this complaint. After 60+ days of Freedom Mortgage not being able to understand that I have made all of my payments I am beginning to believe that this is intentional and harassing a XXXX veteran for whatever reason. I am in my XXXX 's and I am very ill. I am getting ready to sell this property to move my wife close to her family because of my poor health caused from fighting in XXXX. I am sick and tired of the harassment and or the continuous errors made by Freedom Mortgage. Professionally, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I was contacted by a loan officer in re doing a FHA streamline refi. I asked the officer if we needed to make XXXX 's payment as we were in forbearance due to Covid and he stated not at this time but if it is needed someone would contact me. On XXXX I received a phone call that the payment for XXXX was needed to continue the refi. Within the hour the payment was made. On XXXX I received our closing docs with a closing date of XX/XX/XXXX. On XX/XX/XXXX I contacted Freedom due to not having a time to sign yet and was informed that on XXXX our refi was denied due to late payment. Nobody had called me prior to my reaching out to discuss. On XX/XX/XXXX I spoke to a Loan manager who said he would do what he could to clear things up. He had someone send us new load docs on XX/XX/XXXX and said he would expedite the process since this was clearly their fault for providing incorrect information. I have spoken to him close to a dozen times now and continue to get the run around. No closing date, no info on when that might come. I was forced to burn up my savings to pay XX/XX/XXXX mortgage. The first refi took just over a week to get closing docs and a date and now were going on over a month. I truly feel like we're being strung along so they get paid. They hang the refi over your head to make you pay even though were in a Covid forbearance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 54303
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I sold my house in XXXX, and my mortgage was paid off. Freedom Mortgage stayed that they cut the check to close my escrow on XX/XX/2020. The check was mailed to the wrong address, and Freedom Mortgage has been dishonest about whether they would cancel the missing check and re-issue the payment. I spoke to a supervisor named XXXX today who insisted they were following federal guidelines, but could not tell me which ones. Freedom Mortgage has lied about their policies and procedures, and can not tell me when I will receive the money they owe me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 360XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XXXX XX/XX/2020 I submitted for an IRRRL on my VA home loan. I closed on my refinance loan on XXXX XX/XX/2020, with final payoff funds remitted to Freedom Mortgage ( NMLS # XXXX ) XXXX XX/XX/2020. On XXXX XX/XX/2020 Freedom Mortgage used an auto withdrawal for the usual monthly payment of {$1400.00} ( P+I+T+HOI ). They had been paid off and acknowledged it in email and in my online account statement. I called Freedom Financial customer service on or about XXXX XX/XX/2020 to inquire why they took that payment and how I was going to recover my money that they took erroneously. I was given false information about closing my account 5 business days prior to closing ( not published anywhere on their website ) and the service representative ( who didn't understand English well ) told me I had to get a statement from my bank showing that the money had been withdrawn ( a fact she already knew since she had verified via computer records, that Freedom Mortgage had the money ). Feeling frustrated I requested to speak to a supervisor ( since I was incredulous about the request for a bank statement ). After 30 minutes on hold I was told no supervisors were available and one would contact me in 24 hours. No supervisor contacted me so I called back on or about XXXX XX/XX/2020, and spoke to Freedom Mortgage customer service representative XXXX ( ID # XXXX ), re-explained the issue of the loan payoff and the erroneous payment withdrawal, and asked to get my {$1400.00} back as soon as possible. After looking through company computer system she verified all the amounts, deactivated the automatic withdrawal ( which I had requested during the first phone call and had not been done ) and told me no bank statement was required for further verification. She guaranteed me that the money would be returned to my checking account not later than XXXX XX/XX/2020 ( I asked twice about that date ). Again I requested to speak to a supervisor, again none were available but she promised one would contact me in 48 hours. No one contacted me. I then contacted my bank on or about XX/XX/XXXX, ( XXXX XXXX XXXX XXXX ) to dispute the charge and to prevent Freedom Mortgage from withdrawing any additional funds from my bank accounts. On or about XXXX XX/XX/2020 I received a letter, dated XXXX XX/XX/2020, congratulating me that my mortgage was closed, and that further documents would be mailed to my releasing the lien/loan, no mention of any refunds due and no refund deposit was received in my bank account ( I checked online ). I attempted to contact Freedom Mortgage but failed to reach a representative after being on hold for 30-45 minutes. I continued to monitor my bank account for the refund amount. On XXXX XX/XX/2020 I received two ( 2 ) documents from Freedom Mortgage. One document dated XXXX XX/XX/2020 was a letter acknowledging ( again, since I already had emails to this effect ) my mortgage payoff and a check for " funds due to you from the recent payoff of your mortgage loan. '' ( I have not cashed this check ). It is itemized as " escrow refund '' but this doesn't match my escrow balance as of payoff. The second document, dated XXXX XX/XX/2020, was a notarized copy of the Release of Deed, filed with my county Clerk 's Office. I again called Freedom Mortgage customer service today, XXXX XX/XX/2020 to request resolution of my refund. I spoke with XXXX ( employee ID # XXXX ) who initially informed me that an electronic refund had been sent to my bank on XXXX XX/XX/2020. I told him that I had received no deposits to any of my back accounts on that date or up to today. He insisted that the refund had been paid and the refund " may not show in my account for up to 30 days. '' I asked to speak to a supervisor because I suspected that XXXX was lying, and told again that no supervisors were available. I then called my bank ( keeping XXXX on the line ) explained to them I was looking for any refunds and/or deposits from Freedom Mortgage either being held or otherwise. The XXXX XXXX employee ( XXXX ) stated that as of that time NO funds had been received from Freedom Mortgage or were being withheld or on hold. Hearing this XXXX stated that the " funds may have been sent to the wrong account, '' and asked if I had switched accounts. I informed him that I had the same accounts with XXXX for the past 20+ years and had not recent switched anything, which was verified by the XXXX representative. XXXX then implied that the payment was sent to my new mortgage company, to which I responded " How? since you have no information on my new loan or accounts. '' The XXXX suddenly changed his statement again claiming that he had been on " chat '' with a supervisor, named XXXX ( employee ID # XXXX ) who informed him that " I was going to be mailed a check sometime in the next week. '' I responded that was not acceptable, since I had been told before that the refund was on it's way and I wanted to speak to XXXX. I was told XXXX was " unavailable '' to speak to me. Again promised that he would call me as soon as he could ... ..that was 3 1/2 hours ago. Besides the fact that their customer service reps were dishonest, clueless, and uninformed, the company has had my money, which it should have not taken to begin with, for a month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80920
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Freedom Mortgage contacted me to thank me for my service and offered to refinance my mortgage loan at no cost to me with exception of the VA funding fee. Freedom Mortgage then gave me a loan estimate which had high closing costs as well as a higher interest rate than the national average. I didn't agree with the first estimate and told them i was no longer interested and decided to look else where. The lender then sent a new, much more reasonable loan estimate, which included lender credits as well as a great interest rate. I changed my mind again and decided to proceed. Freedom Mortgage then sent a final closing document 2 weeks later for me to sign so we could get a closing date scheduled. After reviewing the final closing documentation I quickly realized this was completely different from the 2nd loan estimate I received, the lender credits went away, closing costs doubled and the payoff for what I currently own on my house was higher than what I actually owed. I contacted the loan officer regarding the changed details. I was told the numbers were not accurate and they would change later and I just need to sign. Do not use Freedom Mortgage, they are not ethical and are trying to take advantage of your refinance. This was a waist of my time as well as another knife in the back of yet another unethical company trying to take advantage of a veteran.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is update to previous submission. XXXX, a representative of Freedom Mortgage called to say this had been escalated to executive level. She also said I would be receiving a phone call by XXXX XX/XX/XXXXto resolve this. To date, no phone call. I have left voice messages, sent emails, and submitted secure online messages to see what happened. After all, the responsibility for.this situation is solely on Freedom Mortgage. If they had merely notified me of the change in payment, I could have adjusted the payment amount. After first time it was insufficient, they could have contacted me so I could correct it. Bit they never did either. That is why they need to correct the impact on my credit reports. v/r XXXX ( XXXX ) XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 79912
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a VCA IRRL refinance through my existing mortgage company ( Freedom Mortgage ) I started this process in XX/XX/2020. Originally everything went well and we closed on the refinance on XX/XX/2020. My new payment was not due until XX/XX/2020. Approximately 2 weeks later I received an email from XXXX XXXX ( Customer Advocate ) for Freedom Mortgage stating he would be handling my case going forward and would be contacting me to schedule a closing date. I was confused as I had already closed and did not need to schedule another closing. I was then informed that the funding of the loan had not gone through and that I would need to redo the refinance in order to complete the process. Then weeks passed an I never heard anything from him on the status of this VA IRRL. I eventually told him to stop moving forward with the process as it is my intention to take my business elsewhere.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2020-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX we received notification via email that our home is South Dakota was going to closing on XX/XX/XXXX. Title company told us that they have been attempting to reach out to Freedom mortgage and have yet to receive anything back from them regarding the payoff information. Around XXXX my husband contacted them and they said to request online, but it had to be the title company as we came to find out. On XX/XX/XXXX - We did not call this date as we were informed the documents should be received. XX/XX/XXXX : received email from closing company that the documents were not received.We called multitple times and my husband had to give permission to speak on behalf of the account. We explained we were selling the house, and then they kept asking about refinancing. Seriously?? The Customer Service Representative said the expedited request was sent off and it will be sent to the title company when done. I hung up on the phone, but something sounded off about this. I called back and had my husband call in to give me permission and was sent to department to department to department. Finally a gentleman did assist and explained they received the request on XX/XX/XXXX. and it takes 72 hours. Our title company stated it was sent in before that date, so lets say XXXX.He submits another request to expedite, and said we should be good to go. We should see something late today early tomorrow. XX/XX/XXXX : Did not see a document - We called again today ( XXXX ) and he was transferred all the way around, hung up on twice, and received a robo voicemail machine. That's awesome! Finally gets someone and they said do it online and at this point, okay we have to go to closing. Website says it takes 30 min to 1 hr to process and will be available. It turns out our expedited requests were denied both times. They were not even going to tell us! Okay fine we will do the request online. One hour later we check and Guess what? Not available! 3 hours later we were told well I can see it so its there, but we can not see the document on our account side. He said wait until XXXX and if its not there, call back. Prior to the payoff request he said " we have not received your third party request. '' At this point I am upset and frustrated, so is my husband. I said " well considering the CSR yesterday said it was there, so how about you tell me where its at. I'm sorry that is unacceptable. We Call back again and finally a CSR states that I can see it, but it has to be requested to send to the email account on file. Time is ticking : Needless to say we received the document, but IT WAS THE ONE WE REQUESTED - NOT THE TITLE COMPANY 's request. Selling a home should not be this difficult! The true reason why they did not want to cooperate is XXXX XXXX sold Freedom Mortgage the loan. We informed Freedom were were selling the home. They kept calling about refinancing our home- reminded we are selling the home. We have never dealt with a company like this in our life! My wife did get upset because she was told a different thing every time and she was short, but one must understand that she is XXXX and knowing the information is very important. IF someone can not relay the information-they should not work there. Secondly, there was a risk our house would not close on time and the lack of understanding from this company is garbage. At Least XXXX XXXX can get you answers! Had my wife not told them we were filing a complaint with the CFPB, this would had dragged on longer! They did not make any money on our loan and were not inclined to treat us their customer with the satisfaction that one would expect from a loan company. I guarantee there are more individuals that are nightmare with this company and their practices are not appropriate.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 795XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom mortgage assumed my home loan from XXXX XXXX. They paid my hazard insurance but failed to send a payment for my flood insurance. I have tried for the past 3 weeks to have them send the premium but still nothing. The money is in the escrow account and all they have to do is send it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95831
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A