Date Received: 2020-08-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage servicer changed hands XX/XX/XXXX being transferred from XXXX XXXX XXXX to Freedom Mortgage. I sent Freedom Mortgage a Cashier 's Check for {$1500.00} on XX/XX/2020. Shortly after I began receiving " past due '' notices from Freedom Mortgage. I contacted a supervisor at Freedom Mortgage who researched the situation. He found that Freedom Mortgage received my Cashier 's Check, which had my name on it, and mailed it to people in the state of Utah unprocessed. They did this because they claim the loan number matched these folks loan number despite having paid off their mortgage some time ago. These people ae not know to me. In summary : 1. Freedom Mortgage received my payment. They admit this. 2. Freedom Mortgage did not process this into my mortgage account. 3. Freedom Mortgage mailed the Cashier 's Check to someone in Utah. 4. Freedom Mortgage is sending " past Due '' notices despite knowing about this situation and have received subsequent monthly payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 971XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
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: This account is being reported inaccurately and incorrectly on my credit report. I see multiple 30 & 60-days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We currently have our VA mortgage with Freedom Mortgage. We were contacted to do a streamline refinance to 2.875 %. We went ahead with it, and scheduled a closing. We were later contacted by our mortgage lender, who said that we should be able to get lower. I contacted Freedom Mortgage who had me speak to a mortgage rate negotiator I spoke with XXXX XXXX XXXX NMLS # XXXX ; Corp. NMLS # XXXX. He stated that he could lower us to 2.75 % and it wouldnt affect our closing. He said " I simply have to price out the loan and that's all. Once i do that, i get it approved by my supervisor and update it in the system. '' He told us to go ahead with the closing, and it would be taken care of. I followed up, letting him know that the closing was done, and he asked for my loan number. I provided it to him, and have not heard back. That was XX/XX/2020. Our interest rate has not be reflected to what we were told by this loan advisor. We signed closing documents under false pretenses and he will not respond to emails or provide information for his supervisors information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a current VA mortgage holder with Freedom Mortgage. I was called by XXXX XXXX NMLS # XXXX, on or about XXXX XX/XX/2020, XXXX ext XXXX and emailed by his XXXX XXXX XXXX XXXX # XXXX, XXXX XX/XX/2020, XXXX regarding refinancing my home loan to 2.375 %. I completed all the paperwork they sent digitally and Freedom Mortgage handed my closing off to XXXX XXXX XXXX ( XXXX # XXXX ). XXXX XXXX XXXX sent a " Borrower Confirmation '' email stating the date of closing would be XXXX XX/XX/2020, XXXX EDT at my home address. The email also stated that the signing agent conducting the closing w/ Freedom Mortgage would be XXXX XXXX XXXX XXXX DBA XXXX XXXX XXXX XXXX. On XXXX XX/XX/2020, the signing agent did not show up at my home, did not call, did not text or email. I have yet to hear from Freedom Mortgage, XXXX XXXX XXXX or XXXX XXXX XXXX XXXX. I called XXXX XXXX and XXXX XXXX XXXX XX/XX/2020 and left voicemails. I also called XXXX XXXX, XXXX XXXX, XXXX and left a voicemail. The evening of XXXX XX/XX/2020 I emailed XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX. I have sent additional emails to these individuals on XXXX and XXXX XXXX. I have left three voicemails with XXXX XXXX and never received a call back. Freedom mortgage ( XXXX ) states that she has handed over my case to Freedom Mortgage Closing department and can do no more. On XXXX XX/XX/2020 I was on hold with the Freedom Mortgage " Escalation '' department for over 1 hour and 15 minutes before I hung up. On two other occasions I called Freedom Mortgage customer service and provided a call back phone number. NO ONE from Freedom Mortgage has contacted me. In the mean time, all my personal information regarding the refinancing of my mortgage is out there somewhere and I am concerned that my home title could be at risk of fraud. I wrote a negative review on the XXXX website on Freedom Mortgage and I lodged a complaint on Freedom Mortgage webpage. At this point, I don't even care about the refinancing, I just want my data/title protected and this action to be closed. I need to be contacted by Freedom Mortgage Closing department so we can get this resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX XXXX of XXXX I had a fire in my home which displaced 6 people. XXXX XXXX and XXXX adults. XXXX children are XXXX and XXXX adult. Since XX/XX/XXXX we have lived in XXXX XXXX and our coverage with XXXX XXXX is ending XX/XX/XXXX. Freedom Bank ( Freedom Mortgage is where we have our mortgage ) has a check for {$67000.00} to start construction since the end of XXXX and multiple mishaps or miscommunications has made it so now we have lost our contractor. We will be homeless in a month with XXXX kids, I am the only employed person in the home. We do not qualify for government help because I am a XXXX. My husband doesnt qualify for disability but he cant work. There is one income. I am struggling everyday to pay for the lost, replacing clothing and toys and professional and seasonal clothing. This has financially stressed us. There is no movement and no release of money. Im struggling to pay for this life and need to be in my home. I now have to file bankruptcy because of this situation. We have experienced theft and water damage as well due to the mishandling of our claim by XXXX XXXX to our home. We need help. The hardships and impact on my family has been immense emotionally, mentally, and physically. Our entire family and animals were exposed to XXXX by this as well. Weve been told by our bar rep to settle now to get money to start the construction, but its not enough to cover. XXXX has repeatedly delayed and have handled us carelessly, as well as Freedom. My husband has a XXXX XXXX and my child watched him be XXXX in an XXXX by their mother who thankfully got home in enough from double shifts to cover this disaster financially.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: InXX/XX/2020 - we were in the process on finding another Home Insurance provider - we secured another insurance company XXXX XXXX XXXX XXXX - We secured the new insurance byXX/XX/2020 - the month in which Freedom Mortgage paid our insurance premium to the new company. The new payment was {$880.00} - compared to the old payment to XXXX XXXX of {$2300.00} - a {$1400.00} difference. Yet, out mortgage payment did not change - I called Freedom Mortgage to inquiry about this as we had received a NOTICE from them on Friday - XXXX XXXX - informing us that if we did not have Home Insurance - they would select one for us -and it could be at a substantial cost increase. Thus, I called today,XX/XX/2020 - to clarify that we had " new coverage '' that should have been informed of -via the new insurance company. They had been and their agent - XXXX ID # XXXX - assured me that they were sending another Notice out to us stating they had been informed and all is fine. I then inquired about the lack of change in our mortgage payment to reflect the change in our insurance premiums. She indicated she would put in an inquiry for me on a Mortgage Analysis and I asked why had such not been done when there was a substantial difference in what had been paid out from our Escrow account inXX/XX/2020 She could not answer that simply stating she would request the Analysis. She then went on to inform me that a Analysis had been done last year and our Escrow was {$120.00} short - which was added to our mortgage. My husband and I were not aware of that and did not authorize them to roll any additional amounts into our mortgage. {$120.00} - shortage we would have paid in one additional payment. She could not explain - how it was just added to our mortgage or Escrow account without our authorization as the clients. Additionally, I inquired if they ( FM ) can just add an amount to our mortgage or Escrow account without our permission, Then why is the opposite NOT true when there is an over balance in Escrow - as what would have occurred in XX/XX/2020 - since our taxes did not change and our home insurance was significantly less. Thus,. my complaint is that our Mortgage payment has not changed since XX/XX/2020 and there is or should be over! XXXX left in our Escrow account - since XXXX - It is not XXXX - XXXX payment is due and it has not been altered in any manner to reflect the adjustments to our Mortgage payments that should have occurred in XXXX or by the XXXX payment. Is there some ethical or legal obligation from the Freedom Mortgage to inform us and return the balance to us - when our Escrow account had an overage of over {$1400.00} and yet, the charge us {$120.00} + interest on what they claim is an under payment to our Escrow account. That does not seem ethical or legal that Freedom Mortgage can retain our excess Escrow payments without any notice to us - unless we request a Mortgage Analysis. The over payments are monies we paid and should be repaid to us with interest. And I still question the company 's ability to put a underpayment of {$120.00} against our loan payment - or Escrow payment without our consent.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32309
Submitted Via: Web
Date Sent: 2020-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage purchased our mortgage from XXXX XXXX in XXXX. Freedom began soliciting us late XXXX to do refinance with them. In XX/XX/XXXX we agreed to begin the streamline refinance process due to the low cost and claimed 60 days or less to complete. Months and months go by as Freedom would never follow up, call, explain anything happening in the process. XX/XX/XXXX I again contacted Freedom and they advised they needed copy of our SS cards to move on, no one had called me to ask for this. This was only after I had requested and dozens of calls. I send XXXX XXXXCustomer Advocate Direct Number : XXXXToll Free : XXXX ext. XXXXFax : XXXX Email : XXXX the requested documents days and have email confirming she got it. Then XX/XX/XXXX we were advised they need copy of our survey, which was promptly provided. XXXX XXXX we call XXXX XXXX XXXX company to find status, they advised that they never got the survey from Freedom Mortgage. We then send them the survey directly. There is again XXXX and XXXX of endless calls to both Freedom and XXXX XXXX to find out if anyone is actually doing the refinance. Finally we get closing date on XX/XX/XXXX and notary comes to the home and we sign our documents. During this time we are advised not to pay XXXX or XXXX 's home payment and first payment due is XX/XX/XXXX. We have received 3 collection calls from Freedom and they have billed us a late fee with Agents providing claims it will be waived, account notated, but still demanding payment. Despite our closing documents. XXXX XXXX we are notified that the refinance is not acceptable due to failed Warranty Deed and only Freedom can fix. We were advised that we would be contacted in 72 business hours. We have not received any calls from Freedom and I have spent over 2 hours on hold XX/XX/XXXX, more lies from customer care and zero response to our concerns. We believe they are being deceitful in order to gain late payment fees, collections on our home, and/or damage our credit. We feel that this is clearly trained and expected behavior by freedom mortgage and their staff to confuse, lie and be deceitful to gain financial gains at the cost of the customer. There are also no effort to ensure that our rates will be honored despite Freedom failures in their own process and procedures.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is refusing to provide us with our payoff amount until the last possible date required by law. This appears retaliatory in nature due to us having to file complaints in the past for their failure to properly pay two years of taxes and our attempt to refinance away from their company. Our new lender reached out to them onXX/XX/2020 and were told they could not utilize the automated request and had to email the request to get our payoff amount and then their request was not processed. When contacted and asked why, the company reported that they filed it as a duplicate request with the online request submittedXX/XX/20. The lender asked the title company to attempt to obtain the payoff. The title company called onXX/XX/20, the Freedom Mortgage representative said " sure, I can get that right over to you, what is the account information? '' After the account information was provided the representative said " there is a note on the account indicating that it can not be provided untilXX/XX/20. '' No further reasoning or justification was provided. The title company and the loan officer have submitted other payoffs to this company after ours and have already received them back. This was so out of the ordinary that the title company reached out to to the lender to let us know this is the first time, in dealing with Freedom Mortgage specifically, it has ever happened. We reached out directly to get the pay off amount, which in all the loans we've ever had has been easily found, and were told " we are legally allowed seven days before providing that information. '' They have made no statements or indications as to the technical reasons why in 2020, where all lending is computerized, a lender does not have that information readily available at all times or why this information can not be generated for us. It is these kind of predatory and underhanded tactics that have pushed us for the first time in five mortgages to refinance away from a lender. Now, rather than allowing us to leave, they're taking as long as legally required to make us wait until they can create some other roadblock to slow down our escape. Lastly, they have left us with an inadequate escrow balance after they used our escrow account to pay for penalty and legal fees ( {$680.00} ) related to delinquent taxes they failed to pay despite their promises to cover the fees ( reference previous reporting to CFPB that they covered these fees ). This company has a history of poor escrow handling and consumer financial transactions!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am appalled with Freedom Mortgage and the lack of communication along with disclosure for a recent loan refinancing at my property at XXXX XXXX XXXX XXXX. I spoke to XXXX XXXX ( Salesperson and Agent ) at Freedom Mortgage with an interest of a refi on a VA loan wherein I was to keep my place in the term of the loan, but reduce my interest rate from 3.25 % to 2.37 % which I agreed to. I signed a closing disclosure during the course of the contract presentation showing that my costs were to be {$3900.00}. I accepted that bi-lateral contract and electronically signed the document for closing. I was contacted later to set up a closing date which I accepted to be XX/XX/2020. The notary brought the necessary documents to my home on XX/XX/2020 for signatures and authentication. When he got to the Closing Disclosure, I noted that there was a stark contrast in the closing costs. My original agreed upon closing cost was {$3900.00}, but the document presented was {$6800.00}. I want to be made whole for the time that I took to go through this engagement which my wife took off from work. I also want to go on record that Freedom Mortgage unilaterally changed my closing cost without any disclosure to me or any amended offer. I feel like the tactic is a 'Bait and Switch ' wherein I was induced into accepting one thing and delivered another. The final cost was a difference of {$2900.00} I want to put this out there for all to see because I have been a long standing customer in good faith who pays my bills on time, and I am a veteran who accepted to defend our constitution. I want Freedom Mortgage to extend to me some complimentary offer monetary or something of extreme value to make this right. I may be left no choice but to give this over to a Real Estate Attorney or the Attorney General 's Office to let them know about this type of practice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20740
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am a XXXX Veteran with a rating of 100 % and I live in Florida. Freedom Mortgage is my current mortgage company. In the month of XXXX, around about or close to the date of XX/XX/XXXX of 2020, I contacted Freedom Mortgage. I contacted Freedom Mortgage requesting to do a Streamline Refi, due to mortgage interest rates dropping. My current interest rate is 3.25 % .The Loan Officer assigned to my account and who took my information is XXXX XXXX XXXX XXXX XXXX Well after provider Mr. XXXX took all the requested and needed information over the phone, I received as verbal approval with an interest of 2.50 %. While providing the need information to the loan officer assigned to work with me, Mr. XXXX, I explained that I was tax exempted due too my XXXX rating of 100 %. And due too my XXXX rating of 100 %, I am tax exempt within the state of Florida as added benefit. Once I received a copy of the Loan Disclosure information, the first thing I noticed is that interest is higher than quoted over the phone. The rate quoted was 2.50 % and instead the documents reflect 2.75 %. As I continued reviewing the documents, the next thing I noticed is errors throughout the loan paperwork which included tax errors, the cost of the balance of my home errors and the final loan calculation amount is higher that the original loan which has the monthly payment is higher. I immediately called Freedom Mortgage, attempting to get in contact with the Loan office but he ignored my calls and repeated emails, in my attempt to address the errors. So I called the main line and explained the situation to intake person, whom ended up transferring my call to another department. As I was speaking with some from the another department I pointing out the huge errors in number, which appeared to me as something to obvious as if intentional. The person on the phone agreed that the mistakes where huge. He then expressed that he doesn't see how this was added in and missed but that they would correct the errors and get me new documents. Later learned that this gentleman worked in the Loan Expedition Department. Well nothing ever came of and from the Loan Expedition Department except broken promises. Unsatisfied on how this is going I called back to Freedom Mortgage complaining of the situation and this time I was given the name of the Loan Officer Supervisor. The loan officer supervisor last name is XXXX, Ms. XXXX, I am unable to recall her first name. Well I spoke with Ms. XXXX at least three ( 3 ) times and she made promise that she never delivered on. This Loan has been stuck in the process for greater than 50 days. And along the way other errors was discovered like a past due Escrow Analysis, Escrow Overage. I feel as if errors have been done in my previous with Streamline Refi with Freedom Mortgage whereas I was over charged for loans. Also I feel as if they are purposely refusing to give me the lowest interest possible to me as consumer so that they can make more on commission as well more interest paid to the Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2020-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A