Date Received: 2020-08-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/2020, when applying for a refinance loan with my credit union, it was bought to my attention that my credit report showed a " Current under Forbearance '' status, which I was unaware of. When I called that day to discuss this with Freedom Mortgage, I spoke to a representative and told her that I did not request to be on the forbearance program and that I needed to receive something from them to show that I was not and that my payments had all been received as agreed. The agent said that I wasn't her first call received about being on a forbearance plan and not having asked for it. She told me that the plan was in place and was set to renew within the next month, I told her by no means was that to happen and that she needed to remove whatever they put in place immediately, she said she did. In addition, she sent me the mortgage history letter showing all of my on-time payments as well ( see attached ). I sent that to the credit union, they accepted it at first, however now, they are requesting that I send them another letter from Freedom Mortgage that states that I " did not participate in the forbearance plan and that all my payments were paid as agreed! '' I called today XX/XX/2020 to ask for that letter and in return I was told that the only letter they could send was the same one listing the payment history and that they would actually be sending another letter that states that I did INDEED participate in the program. When asked HOW they came to this conclusion, they informed me that on a phone call with one of their agents on XX/XX/XXXX, I gave my consent for them to participate in the Forbearance program. I DID NOT. As the gentleman, XXXX # XXXX let me know more details about the notes/call - I began to remember it clearly. I know that it was one of those payment reminder calls, I think they called me first and I called back or I answered when they called. At any rate, I remember the young lady telling me about what they were doing for folks, it was in early XXXX so full lockdown and quarantine time. I listened and asked questions about the details and about what the impacts would be and even to see what kind of specifics were in place for my kind of loan as opposed to the other types. I recall going through all that discussion and then having the young lady tell me that she could send me information and a form to complete to request to participate in the program. I agreed to allow her to send me the form. Now based on what XXXX says me agreeing to receive the paperwork was considered me agreeing and consenting to participate in the program. I told him NO SIR, that was NOT the case, because I was NOT informed that agreeing to have the packet sent was signing up for anything more than having the packet sent. I was not read any disclosures that I had to agree upon or consent to on that call. AND to top it off ... the forms/packet was actually NEVER sent nor received, nor completed, nor returned by me!!! After speaking with XXXX, I next spoke to XXXX # XXXX in the Loss Mitigation Department - she confirmed once again that the only reference they had was a note by the agent that during a phone call the forbearance was consented to and that they had a reason that was due to " reduction in pay ''. I was floored at how this agent took pieces of our conversation and went forward in processing this forbearance without my consent and using pieces from the conversation at her selecting. I was also told by XXXX that at one point in the early COVID days, they were requiring the customers to complete and send in the forms once completed in order to participate in the program. I would definitely say, per my experience and phone call ... it was during the " YOU MUST SEND IN THE FORM '' PERIOD. However, later in the season, they started doing the consent over the phone right away. At the end of the day here it is ... very basic ... it was NEVER DISCLOSED TO ME that by engaging in that phone call conversation and agreeing to receive that information in the mail ( that I never received ) that I would be automatically placed into a forbearance status. That was not ever my intention, nor did I consent to it verbally or in writing. My inquiry and/or telling you my entire life story should not have been misinterpretted into something this serious, I left that phone call feeling informed, nothing more nothing less and paid my payment within the next couple of days just like I normally do. Today, I looked on the Freedom Mortgage website and saw/downloaded ( see attached ) the form that is being used to agree to the forbearances. This is the statement that is at the end of the form and requires a signature : It is called the BORROWER ATTESTATION " By signing below, I attest that I am experiencing a financial hardship due to XXXX which is, directly or indirectly, impacting my ability to make my mortgage payments and would like to proceed with the establishment of a forbearance plan agreement on my above-referenced loan. '' Again, I never signed anything or consented on a phone call or had anything read to me with these words and/or statement! Time is of the essence here, I am about to potentially lose my refinance opportunity due to this situation. Yet, Freedom is forcing me to write them a letter asking for this to be investigated and for me to initiate them proving that they put this in place without my proper agreement/consent/full disclosure notification. I need this resolved right away. I want that " Current under Forbearance '' status removed from my credit history immediately and I want a letter stating that I DID NOT PARTICIPATE IN FREEDOM MORTGAGE 'S FORBEARANCE PROGRAM and that my payments have been paid as agreed!! Please help me, times are bad enough and people who really need this program could be missing out because they are fraudently putting folks who didn't request to be on the program ... on the program. I praise God that these programs are available, but this situation is unfair and has caused me undue harm and frustration. Thank You
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We submitted a refinance on our home with Freedom Mortgage at the time the bank was called XXXX XXXX XXXX ; the loan funded in XX/XX/2020. Rates continued to decline. I contacted then Freedom Mortgage on XX/XX/XXXX and requested to refinance again. The agent I spoke with, named XXXX XXXX, stated we could do a XX/XX/XXXX. He stated it required less documentation, no appraisal, no income verification and would process quickly. He provided a list of documents I needed to provide. We provided ALL the documentation to him timely within days of contacting him. He requested additional documents within a week and we submitted those immediately. I knew what to provide because I worked in lending for over 20 years. On XXXX XXXX, 2020 the rate was locked in at 3.125 % which was set to expire on XX/XX/XXXX. I continually contacted his processor, named XXXX XXXX, most likely the loan officer 's wife, for status and updates. I was constantly getting an " out of office response '' even if I emailed first thing in the morning. At one point, the loan processor, XXXX, emailed me that the loan was at title because it needed to be subordinated. There was no heloc and I explained that there should be no need to subordinate ... XXXX this was a XX/XX/XXXX. She continued to ignore or make excuses for delays, if she in fact, responded at all. I called Freedom Mortgage corporate and finally was able to obtain the name of XXXX XXXX, mortgage lending manager, whom I emailed on or about XX/XX/2020 ; I also copied the CEO of Freedom Mortgage, XXXX XXXX, explaining that this XXXX XXXX has taken over 3 months ( we are not at FIVE MONTH since we initiated the streamline refinance ). I was contacted finally by XXXX XXXX, who stated that the loan processor is no longer working the file and it was turned over to XXXX XXXX. At my request Freedom lowered the rate to XXXX XXXX. I signed that lock agreement on XX/XX/2020 because that was when it was sent. Although it was dated XX/XX/XXXX the lock expired on XX/XX/2020. Freedom stated I did not need to be concerned that the locks were expiring. On XX/XX/XXXX I was charged an additional {$200.00} for an inspector fee because now the loan had taken so long an earthquake occurred outside of the county and they needed to do a home inspection! This lowered the amount of funds I was getting back, yet Freedom stated it was paid by the lender. We continue to receive more conditions because the loan has dragged on so long. They exceeded the 90 day credit report timeline, so we had another credit report charge and another hard hit to our credit scores. Every time they request a condition, we provide it immediately!, We sign all change of circumstance documents immediately through their portal. I continue to email and copy all on my requests for status updates. At this writing, I am now waiting for the " FINAL CONDITION '' to be approved. I sent them an email today and called XXXX XXXXXXXX XXXX for a timeline for receipt of documents. I have not received a response at this writing. I do not want to incur ANY FURTHER CHARGES or provide any further conditions as a result of their constant delays. Of course, circumstances will change over the course of FIVE months!!! There has been no reason for them to delay this financing for this length of time. I currently work with the government as a lender and worked in the industry for 20 years. I know that this is not an acceptable for any refinance especially not a STREMLINE REFINANCE, when they were the servicing lender. XXXX XXXX and XXXX XXXX are about to charge an additional {$1400.00} for a refinance beginning XX/XX/2020. This loan should fund prior to that date! There is no reason that we should be also charged this fee or have it be reflected in the rate if the loan does not fund prior to XX/XX/2020. Freedom Mortgage has put us in jeopardy of refinancing with any other lender due to their failure to keep us apprised of status, lack of communication and continuous delays with documentation and title and finally, their second hard hit to credit because of the excess of time their delays have caused. I am attaching key documents that show timeline of application and sequence of loan estimates provided dating from XX/XX/2020 to XX/XX/2020 and finally the most recent email I received showing that this loan is still not completed. NOTE she once again states it is in " final approval. '' I have additional documents and emails I can provide if necessary if my server saves emails beginning XX/XX/2020. Respectfully, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84032
Submitted Via: Web
Date Sent: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am a XXXX Veteran with a rating of XXXX % and I live in Florida. My current Mortgage Company Freedom Mortgage, waited for 7 months prior to conducting the Escrow Analysis. Once the Analysis was completed Freedom Mortgage decided to absorbed my refund instead of returning my refund to me. As of XX/XX/2020 the refund amount owed was {$1500.00}. I called Freedom Mortgage repeatedly about the matter.
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: 2020-08-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX Freedom Mortgage lost our XXXX Mortgage payment. We were sending them checks via receipt requested certified mail due to our filing chapter XXXX bankruptcy in XX/XX/XXXX. We have proof ( attached ) that the check arrived at Freedom Mortgage but was never processed. When we discovered our payment had not cleared the XXXX XXXX my wife call Freedom Mortgage. They advised us to wait a couple of days and the payment would be credited to the day they received it. After two more days my wife called again. The Supervisor suggested we cancel the check and send in another check. We sent in XXXX and XXXX payment on the same check. ( attached ) ( Our concern was our Bankruptcy was due to be discharged in XXXX and if we were late on the Mortgage it would void our bankruptcy after 59 of 60 payments to the court ) Attached are records of correspondence with Freedom Mortgage : 1. 13 phone calls with dates and names of Freedom Mortgage representatives from XX/XX/XXXX to XX/XX/XXXX trying to get this straightened out. 2. Canceled checks and electronic transfer records showing we have NEVER been late during the time in question. 3. Copies of credit reports showing Freedom Mortgage has reported us 30 days late on numerous occasions. 4. Credit report showing XX/XX/XXXX payment was credited on XX/XX/XXXX and still reported 30 days late for XXXX. Since our Bankruptcy was XXXX we have been unable to purchase a much needed replacement vehicle due to subprime interest rates. XXXX XXXX XXXX was XXXX now due to incorrect multiple 30 day late reported XXXX. As you will see by the attached documentation I hope other Freedom Mortgage customers aren't put through what we have been through. Please help!!!
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: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I XXXX XXXX XXXX have been fighting to save my home from foreclosure for over two years. My financial difficulties began by the breakup of my previous marriage. After nearly {$200000.00} in loses I was able to regroup and start my life over, paying off over {$100000.00} in expenses and bills left from my marriage. I spent the better part of one year submitting the necessary documentation to modify my existing mortgage with originally XXXX XXXX XXXX, especially after a foreclosure motion was filed against my home. I hired a local attorney to represent my position, and upon review of hundreds of pages of documentation, a local judge decided that I was within my rights under the Fair Debt Collection Practices Act to modify my mortgage. For that matter, my rights to protect my home from foreclosure was violated under the Fair Debt Collection Practices Ac addendum of XX/XX/XXXX. I have since remarried, and my mortgage was transferred from XXXX XXXX XXXX to XXXX XXXX then to Freedom Mortgage Services. My modification was approved firs by XXXX XXXX, then again by Freedom Mortgage XXXX. On XX/XX/XXXX I submitted my second approval paperwork with Freedom Mortgage Services after making my here probationary mortgage payments. Mortgage payments are still being taken from my bank account on a bi-weekly basis. Suddenly beginning this month, I stared receiving threatening messages that my home would go back into foreclosure if my modification was not signed off by my ex-wife XXXX XXXX. My relationship with her is hostile, especially after my marriage to my new wife. She will not now sign off on the modification, even though my divorce decree was filed with all three mortgage servicers along with a copy of the quit claim deed. I believe that as long as I fulfilled my probationary payments and filed notarized copies of the approved modification where XXXX XXXX was excluded, then my modification is valid and must be honored and filed with the county clerks office. I am filing this complaint stating that my rights are in violation with the Fair Debt Collection Practices Act and The Fair Credit Reporting Act. I am notifying my attorney to file a counter lawsuit based upon these violations if this last modification where I am sole responsible is finalized. No further threats of foreclosure will be accepted or tolerated. XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 73064
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I did not receive a statement notification via email from my mortgage company, Freedom Mortgage for XXXX ( due XX/XX/XXXX ) so I logged into my account online to see if I could view it there and was unable to. It only showed statement through XXXX. So I called them on XX/XX/XXXX to find out why I couldn't view my statement. I was told there was a problem with how my XXXX payment was posted and that's why no statement was generated for XXXX. That made no sense to me. I would think that my mortgage statement for XXXX would still generate and show either a missed payment or misapplied payment. The rep I spoke to told me she fixed the problem and I should be able to view my XXXX statement by the next business day - XX/XX/XXXX. On the XXXX I still could not view the XXXX statement and sent a message to the company via the website letting them know I would file a complaint if I could not view my statement by today. As of today, XX/XX/XXXX, I still can not view the XXXX statement online AND the company assessed me a late fee of {$48.00}! I went ahead and made my XXXX payment {$1400.00} online today and did not pay the late fee since I don't feel I owe that. I have held a mortgage with Freedom for 6 years and never missed a payment or made a payment late or been unable to receive or view my monthly statement. I don't know why they are unable to resolve a simple request for a statement and fix whatever problem they caused by not applying my XXXX payment correctly. The rep I spoke to didn't fix the problem. Also, when I called in on XX/XX/XXXX, I made a request electronically to provide feedback after the call. When the call ended the company called me and indicated I should press 1 to give feedback When I tried to do so, it disconnected. This is horrible customer service!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called Freedom Mortgage back XX/XX/2020 and spoke with XXXX XXXX. During this conversation we discussed my financial situation and that I was looking to see if I would qualify for a VA loan. I told him my financial situation and I gave him authorization to pull a hard pull on my credit report so that he could review it and give me pre authorization for an amount on a loan. Right now times are crazy with buying a house and there are multiple offers being put on homes. On several occasions I spoke with Mr. XXXX about my approval making sure everything would be good for the loan. He even went to the extent to send me Closing worksheets so I would know exactly what I would need at closing. My real estate agent even had many conversations with him in regards to the approval. So, I had no change in my job or financial status everything stayed the same. I had to put {$500.00} of due diligence money down with my offer on a house. The contract here in NC reads that it is not contingent upon me getting mortgage approved. Well, I would have never given the money if I knew that there was any chance that the loan wouldn't go through. I was told to go find a house and make an offer so we could move forward. I found a home made an offer gave them my due diligence upon the advice of Mr. XXXX and thought all was good. Then after sending contract to him I get a call saying that I would need {$24000.00} in reserves or a co-borrower. First of all with a VA loan the only co borrower would be my husband which is not employed at this time. They knew that, so {$24000.00} in reserves?? So, I contacted other mortgage companies and in the pre screeening they told me they would advise me to wait another year with good credit for my score to raise and also to fulfill the requirements of the VA loan. During my prescreening I feel that Mr. XXXX didn't properly screen me, so now I am out of my {$500.00}. Even Mr. XXXX has called me and apologized and admitted his wrong doing and that he will now be asking more questions when he pre qualifies anyone. I then spoke with the Branch Manager with Freedom Mortgage here in XXXX NC and he basically told me that my contract I signed was wrong and that the sellers owed me the money. I sent him a copy of the contract and then he just kept saying he would check with his legal department to see if they would pay me the {$500.00} I put out on the professional advice of Mr. XXXX. He has not responded to me and I have filed 2 complaints with Freedom Mortgage Corporate and I have gotten zero response. I think that if your representative is not knowledgeable in VA loans he shouldn't be representing your company and give false advise. Please help me in getting them to accept the full responsibility by paying me the {$500.00} back that I lost.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28451
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-18
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was offered a streamline refinance with Freedom Mortgage, which was supposed to be a quick process by what I was told. I agreed to proceed and have my rate reduced as well as my payment and believed I was in good hands. I was told this process was to take about a month to process. This was started back in XXXX and it is now XXXX and I have not heard from my main contact named XXXX XXXX. The last contact I received was to supply a survey for the tile company and after this was completed I have received no emails or call backs to answer my questions about this process. I have sent multiple emails to XXXX XXXX, XXXX XXXX, XXXX XXXX, and Customer Care with the only response of " we will direct this to the proper department ''. Note : this response was from a customer care representative, not from any of the individuals named above, they have remained silent and have yet to reach out to me over the many emails I have sent. The main reason to proceed with the streamline refinance was to help ease financial stress due to the current global situation. Now 5 months later I have yet to reap from the benefits of this program which I believed was being handle by a competent team of individuals. I would greatly appreciate if I can receive the lower rate in which I was promised and locked in over a recorded line as well as signed documents. I would also like to have up to date communication on this process and have it actually " Streamlined ''.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NM
Zip: 88240
Submitted Via: Web
Date Sent: 2020-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had to file a previous complaint to get Freedom Mortgage to address a previous payment issue. When addressing that issue they created another issue. They now say I owe a late fee of {$27.00}. If anyone is owed a late fee it is me. They refused to apply a payment made for at least 4 months. I have no idea why they now say I owe a late fee. I have called several times and no one understands what is going on. They say the manager will call back, but they never do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46256
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-17
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I've had my house/mortgage for a year via my FHA loan. I haven't been late on a payment once. In XXXX, I was offered the benefit of the Forebearance feature of the CARES Act and was made to understand that essentially this would put a " PAUSE '' on my need to make mortgage payments for a period of time, and that those payments would simply be added to the end of my loan period. I keep a close eye on my credit report, and use the XXXX XXXX and XXXX apps regularly. I've noticed over the past 3 months that I've been on Forebearance, that I'm getting notifications that the balance on my mortgage has been increasing!!! In XXXX, when I agreed to the Forebearance, my loan balance was XXXX ... .. now my balance is XXXX!!! I called my mortgage company to clear up the situation, I can understand if the original interest is still accruing on my loan, however, when you add it up, XXXX over 3 months comes out to about XXXX per month .... that's my usual monthly mortgage .... that means that they're charging me 100 % interest on the missed payments!!! How is that supposed to be " helping '' me??? Putting the payments on " PAUSE '' is not the same thing as DOUBLING THE AMOUNT THAT I OWE .... that doesn't help me, and I was not informed that this would be the circumstances. As a matter of fact, I don't think that the representatives at the time of the offer even had a clue that this would be the case. THIS IS NOT RIGHT. I believe that my balance should have remained the same, XXXX and that missed payments should be added to the end of the term of my mortgage. If there is some slight amount of interest, 3.5 % is my rate, then that is fine ... .. but my rate is certainly NOT 100 %. Please help to resolve and correct this situation. Thank you for your help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2020-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A