Date Received: 2020-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: my FHA refi has me paying the taxes instead of escrowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We bought our home through XXXX XXXX in XX/XX/XXXX and our VA loan was transferred to Freedom Mortgage in XX/XX/XXXX. On XX/XX/XXXX, my husband received a call from XXXX at Freedom Mortgage regarding refinancing our home. My husband said he would look at the documents that XXXX would send but we weren't considering refinancing at this time. We received the documents the following week, reviewed them, and decided we were not interested in refinancing. My husband emailed XXXX on XX/XX/XXXX after Freedom Mortgage had already called him twice about refinancing. He communicated to XXXX that we were not interested in refinancing. Freedom Mortgage has called my husband every day for two weeks ( beginning XX/XX/XXXX ) about this application despite the fact that we have told them we are not interested. They have even gone as far as to tell my husband it was an " emergency '' and he needed to call back. A different representative from Freedom Mortgage calls him each day. We do not appreciate this sort of aggressive refinancing marketing and believe they are trying to get more money from the VA through this sort of refinancing scheme.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23505
Submitted Via: Web
Date Sent: 2020-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When Covid hit, I lost my job. My husband is XXXX and we only have his XXXX as income. I called Freedom Mortgage around XX/XX/XXXX and told them about our situation. They explained that they were working with people to not report them on credit and not charge them late fees, due to the pandemic. I explained that I was just waiting for my husbands XXXX check but we never know when it will come. On XX/XX/XXXX I made my mortgage payment of {$1100.00} to Freedom Mortgage, via their website. On that same day I received a email confirmation that I made the payment. but the email had the date XX/XX/XXXX on it. I have attached a screen shot of the email. In the upper corner you can see the email was sent on XX/XX/XXXX. On XX/XX/XXXX I got a credit notice that Freedom Mortgage had reported me more than 30 days late. I made my payment before the end of the month. So I immediately contacted them. The rep at Freedom told me that they must have just taken too long to process the payment and that there was nothing they could do. I have spoken with many reps via phone, email, and online messaging, and no one will help me. I need the late report taken off of my credit and out of their system. Their lack in proper processing time and lack of notice for longer than normal processing time is unethical. It is greatly affecting my credit and opportunity to refinance my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85119
Submitted Via: Web
Date Sent: 2020-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To Whom It May Concern : I wish to file a complaint again Freedom Mortgage Corporation. Their address is XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. The Lender NMLS ID is XXXX. This request is in regard to the following ( now paid in full mortgage ) account : Account Number : XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX, TX XXXX Name : XXXX XXXX XXXX Last 4 SSN : XXXX Phone Number : XXXX In XX/XX/XXXX, they purchase my mortgage from XXXX, which was started XX/XX/XXXX. Freedom Mortgage attempted to call me while at XXXX ( XXXX XXXX XXXX ) in XXXX XXXX, CA. I had very limited cell reception and requested proof in writing they were now the owners of the mortgage. It was not until XXXX that they sent the documentation. Since then, they have not improved their communication or answering requests. Then apparently there was a change in the amount of the payment in XX/XX/XXXX. I was told last week that this was due to change in escrow. But Freedom Mortgage never once contacted me ( phone, email, USPS, etc. ) to notify me of said change. As such, I continued to make payments according to the last known amount. This was in accordance to Texas recognized Duty of Good Faith and Fair Dealing as defined in TEX. BUS. & COM. CODE 1.201 ( 20 ). Instead of notifying me of change or that I needed to adjust the payment amount, Freedom Mortgage began to ding my credit reports, greatly reducing my credit scores. I found this out as I was selling my home as I was PCSing from XXXX XXXX, TX to XXXX XXXX, VA and was looking into a new home. The protentional lender let me know about this error and inaccurate information on my credit reports by Freedom Mortgage. I have attempted numerous attempts to reach out to Freedom Mortgage to rectify this mistake on their part. The new lender requested a copy of payment history, of which I provided the following XXXX information : XX/XX/XXXX XXXX, which they verified they forwarded to you XX/XX/XXXX XX/XX/XXXX Freedom Mortgage illegally ( according to XXXX legal office ) attempted a double charge XX/XX/XXXX Freedom Mortgage refund before XXXX could stop payment XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX After 4 weeks of requesting the loan payment record from Freedom Mortgage, they finally provided it. The new lender then asked for a Freedom Mortgage memo stating that I was making payments IAW the last known payment amount. After 2 weeks of making that request, they have yet to provide this document so that I can get a new mortgage. Currently, we are living in XXXX XXXX XXXX on XXXX XXXX as we wait for Freedom Mortgage to help remedy this so we can get a new mortgage and a new home. Our hope and prayers were to have this done prior to starting our PCS so we could move in before I inprocess. But it is still not resolved. In addition to emails and using their online secure messaging, I have also been calling Freedom Mortgage since XXXX when I found this out. The most recent phone call was earlier today, in which I was again promised to receive a call back from supervisor/manager within 24-48 business hours. Of course, the previous time I was promised this was XXXX during a 19 minutes 48 seconds phone call and I have yet to receive that call back. The same is true for call on XXXX during a 20 minutes 42 seconds call. Freedom Mortgage has yet to return any call back from my previous requests. Again, proving that the lack of communication is the problem, not my lack of payments. Thank you in advance in assisting me in rectifying this situation. Please feel free to contact me if you have any questions or need any clarification. Thanks again. XXXX XXXX ( XXXX ) XXXX XXXX XXXX Cell Phone : XXXX Email : 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: 2020-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage is the company I am filing the complaint about. I was going to Refi with them at a lower rate but added nearly {$2000.00} worth of fees which was not agreed upon. I paid my payment for XXXX because I wasnt Refiing. I paid XXXX payment on the XXXX but got a statement for the new loan which confused me but paid it to make sure there werent any problems. I get a check from them so I thought they were giving back the extra in my account from taxes or the extra payment. I paid XXXX but then got a notice I was late. I knew i wasnt late but payed another anyway knowing I would get it back. The joke was on me. Freedom charged late fees. I called so many times, I could never get past the customer service representative to talk to someone who could fix things. I was put on hold, hung up on and never received calls back from a supervisor! I wasted hours upon hours. Then in XXXX I refinanced with XXXX XXXX because of their poor customer service and my frustration. Then Freedom made a remark in my credit report that I was greater than 30 days late in XXXX. I reached out to XXXX and That only resulted in them changing it to XXXX that I was more than 30 days late. I proved to XXXX XXXX that there was a mistake and got a Refi loan through them. I ended up selling my home in XXXX and now I couldnt get another VA loan on a new modular home with land because of this. I once again called probably 100 times, spent hours trying to speak to a supervisor. I still can not get another VA loan until XXXX because the put in the comments that I was greater than 30 days late. I am having to rent now until then. Its expensive and I am certain their practices were illegal. If not illegal at least unfair and no one, particularly a XXXX veteran should ever have done to them. Please investigate this and help me get this fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23236
Submitted Via: Web
Date Sent: 2020-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our loan was sold to Freedom Mortgage and at the time of the sale we noticed a {$700.00} increase in our payment. It went from approximately {$1100.00} to {$1800.00} a month. We immediately called when our payment was due to have the issue resolved and discovered that they added an insurance policy for flood that was already being covered by our condo association. We contacted our association and gave them all the information they needed to correct the issue. Next and to make matters WAY worse, they re-evaluated our escrow and submitted a tax code that included the taxes for the ENTIRE building not just our unit. Our new tax bill was {$53000.00} a year on a condo we paid under {$200000.00} for. This equals {$4000.00} a month. We immediately gave them the correct tax code and have been contacting them 2x per week for the past 10 weeks trying to get this taken care of and everytime we call we get a new person and a promise to have a manager call us back. After 10 weeks a manager has NEVER called us back. They are urging us to make the payment as is with all the extra charges or get a forbearance. We are able to pay what we are supposed to but refuse to pay for two insurance policies ( we have always paid through our association ) and the taxes -- I don't even know where to begin with this issue. We are now in default and I am worried about foreclosure, it is 2 am I haven't slept in over a week and need this issue resolved. I am so desperate I am actually considering selling the condo we love to get out from this nightmare. I am able to pay the correct amount for our mortgage and ready to pay for the 3 missed payments today! I need this issue resolved ASAP. Please help! Our credit is ruined and that also needs to be fixed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 34208
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage through Freedom Mortgage. XXXX of XXXX I received a call to refinance my loan because the interest rate had dropped. I agreed, and the notary came to my house and we signed all the documents and the notary then sent the documents via XXXX XXXX. Because of the closing, I did not make a XXXX or XXXX mortgage payment. While I was on vacation in XXXX of XXXX, I kept getting phone calls saying that I needed to make my mortgage payment. That I hadn't made any payment. I told them that I had refinanced my loan and didn't need to pay. They said, we are just the billing department and don't know anything about that. After I finally got a hold of a manager, this manager said that they " lost '' my closing paperwork. The manager said that it would be better if we just did the whole refinance over again with a new loan number. I said okay. The notary came to my house again, ( the same one ), and he again put all the documents into a XXXX XXXX envelope and mailed it to Freedom mortgage. I called 24 hours later, and Freedom had received the paperwork and the closing was complete. Now, let 's forward to XXXX of this year. I get a call from a loan officer of Freedom named XXXX XXXX. He tells me that he can lower my rate to 2.875 % and save me about a {$100.00} per month on my mortgage. I say, let 's do it. He sends me via email all the documents that I E-signed to get the refi started. XXXX tells me that I'll probably close XX/XX/XXXX, and to not make my XXXX payment. As we are getting close to the end of XXXX, I'm not hearing anything from XXXX or a notary to set up an appointment. I email XXXX several times and he said that I needed to wait because they were backed up, but it still looks like the middle of XXXX will be close. It's now XX/XX/XXXX, and I have not heard from anyone on my closing. I call XXXX and I tell him I should make my mortgage payment because I don't think we are going to close. XXXX tells me not to pay yet, that I can wait up until XX/XX/XXXX to make a payment. XX/XX/XXXX, I tell XXXX that I don't hear anything I'm paying my mortgage on the XXXX of XXXX. He said I could probably wait another week, but if I wanted to, go ahead. I asked him what the hold up was. XXXX said that he couldn't really decipher the notes on his computer, but it was something about the title. He said he would email other people to find out what was going on. On XX/XX/XXXX I made a mortgage payment because I still hadn't heard anything. I was charged a late payment fee of {$52.00}. XXXX told me to call customer service because you've been waiting on a refi and the late payment should be waived. I called customer service and I told the operator to specifically refund the payment to my bank account. She said it would take about 24 hours to get the refund. After 72 hours, I did not see the refund in my bank account. I called customer service again, and the operator said that the first person put the refund back as part of the principle of your loan. He changed it to a refund and I did get that money back in my bank account within 24 hours. Towards the end of XXXX, I emailed XXXX to find out what the status was of my refi. He replied that they were still working on it. On XX/XX/XXXX, I get a call from XXXX XXXX. He's a manager with Freedom. He said that when I refinanced my loan back in XXXX and then XXXX, the first lien is still showing on the title. It's " our fault " and we need to release the lien from XXXX, so we can do this years refi. I had 2 liens from XXXX that were their fault. I asked how long it would take and he couldn't tell me. I asked about paying my XXXX mortgage, and he said to wait a few days. I never heard anything back so on XX/XX/XXXX, I paid my mortgage payment, but there was a late fee of {$52.00} attached to it. My payment is always {$1300.00}, and now {$1300.00}. I tried calling XXXX XXXX and just get voicemail. I call the customer complaint department and talk to a woman by the name of XXXX. She said that somehow they took off the late payment for XXXX, but then transferred it over to XXXX. How could that happen? In my contract I've got a 15 day grace period. She agreed and just when she was going to credit my account and fix their mistake, I got disconnected from her. I called back 4 times and no one knew who she was because there are so many XXXX 's there. This morning I received an email from XXXX in the loan processing department. Here is the copy : I have been working on your file for some time with our lien release department. I am trying to get a satisfaction for the loan. Did something happen when you did the refinance in XXXX. The issues is there was a loan done in XX/XX/XXXX for {$220000.00} and then XXXX done in XX/XX/XXXX {$220000.00}. The one in XXXX was never released. Your loan will not be closed, this is not something you had control over. Sorry for any inconvenience this has caused. Thank you. XXXX XXXX Mortgage Processing Team Lead On behalf of Freedom Mortgage Fax. XXXX XXXX I tried calling XXXX and got her voicemail. Then I tried her manager, XXXX XXXX, and got her voicemail. I tried calling the complaint department and was told to call the " Escalations '' department. I tried calling them 3 times. Each time a recording said that I would have to wait 15-17 minutes. Each time was 45 minutes and I just finally hung up. I couldn't wait any longer. I want to know why no one at Freedom mortgage can release the lien on their mistake??
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have been trying to close a refinance mortgage with Freedom Mortgage Company and they are not providing my closing documents and my closing is scheduled tomorrow XX/XX/XXXX. I have emailed the exception handler on XX/XX/XXXX and XX/XX/XXXX with no response in regards to these documents. Since it has been so long since my initial application in XXXX I no longer have access to the online portal. I feel as if we have no choice but to close on the loan as we have already taken time off work to make this appointment. This is the second attempt at closing this loan and I have spent countless hours trying to get the company to communicate with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2018 - My Mortgage Company Freedom Mortgage has reported late payment ding to my credit report indicating that I was late on my mortgage payment. However at no time did they inform that my mortgage payment late or was not paid or was short. Nor did they invoke a late penalty on any mortgage statement which each statement says that they will. So no notification and no late penalty fee - but a arbitrary ding to my credit report which crashed my credit score. Thanks
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I'm a veteran using a VA loan. I received a letter from the state of Maryland explaining that I'm taxed exempt as of XX/XX/2019. I started off with XXXX XXXX and shorty after my loan was transferred to Freedom Mortgage. I provided the letter to Freedom Mortgage as soon as the letter was provided from Maryland. Freedom mortgage have not applied my tax exempt status. They are telling me that they don't know if the letter means partial or full exempt. From my experience exempt means exempt. This is causing a lot stress because I'm paying more for my mortgage than I'm supposed to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A