Date Received: 2020-08-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Wed called and set-up an automatic payment with a representative for a one time {$1600.00} payment. Our mortgage is usually {$1300.00}. The extra {$300.00} was a one time payment to cover escrow costs. The company accidentally withdrew two payments. One for {$1600.00} on the XXXX of XXXX, and an additional {$1300.00} on the XXXX. This overdrew our bank account. After calling freedom mortgage, a representative told us they were sorry for the mistake, and that the funds would be available next day ( XX/XX/XXXX ). After discovering our account was still negative, we called and spoke to another representative. That representative reviewed the notes and told us the first representative said to send in a bank statement before they could process the refund. We were never told that. After speaking with the second representative, we sent the statement into Freedom Mortgage. The company acknowledged receiving our bank statements and the refund would be sent within three days. After three days, we called and spoke with another representative that told us the refund would be sent to us on the XXXX of XXXX. We called back today and now were being told the XXXX. Were usually very easy going customers. I understand that everyone, even large companies must try to adapt to the current situation. However, there appears to be no personal accountability with the company. Our bank account has been negative for 8 days. Weve received numerous overdraft fees. This has definitely been a difficult week, and were left trying to figure out how to get caught up again financially after all of this. I want to be clear in stating, that the representatives weve spoken to in the passed two days have tried everything they can to help. Unfortunately their hands appeared to be tied. We really do appreciate you looking into this. Thanks so much.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98370
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
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: My mortgage was originally with XXXX XXXX XXXX XXXX and was sold to Freedom Mortgage recently. When XXXX XXXX XXXX XXXX closed the account my FICO scores for the three major credit reporting bureaus XXXX, XXXX, and XXXX took major negative hits according to my account through XXXX. I contacted XXXX who mentioned Freedom Mortgage must report the home loan with all the past history dating back from the time it was with XXXX XXXX XXXX XXXX. I contacted Freedom Mortgage concerning this issue and their response was they have 60-days to report to the credit bureaus after a loan transfer and refused to report current information. Meanwhile Freedom Mortgage keeps asking if I want to refinance. I DO NOT because my current credit score took a major hit due to the loan transfer which would result in higher rates. This is an extremely shady practice on Freedom Mortgage part.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98375
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Freedom Mortgage Corp. Is showing delinquent on all 3 Credit Bureau when this mortgage was on short sale and paid in full by other bankers. It should show current on my Credit Bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89166
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Freedom Mortgage is my current mortgage company. In XXXX I was contacted by them to lock my in on a lower interest rate with a IRRRL. They wanted to take me from a 3.25 % to a 2.75 %. I agreed, my monthly payment was {$1000.00}, with the new loan and lower interest rate, my new payment was {$1000.00}. I called about this a week out from my close, they told me this was probably going to change when I get my new closing disclosure 3 days before my closes. I never received a new loan disclosure, and was not able to close. I have tried contacting them and no one will get back with me. When I do get in touch with someone, they promise to call back and never do. Now I have no clue what to do. Should I ask a new lender to help me out? Not happy with Freedom Mortgage at all.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21804
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is a complaint against Freedom Mortgage for unfair actions, deceptive practices, and inaccurate reporting from XX/XX/XXXX - XX/XX/XXXX. I have a problem with their payment allocation process, which allows them to sit on the money and charge daily interest on the higher balance, erroneous PD fees, a XXXX property inspection fee on XX/XX/XXXX which they already had a class-action lawsuit about, and how it took 4 MONTHS to get my hardship reviewed, and 3 months to get an offer approval! Their lack of attention to this matter almost cost me the sale! I felt like it was done intentionally to force me into foreclosure. To start off, multiple payments were made each month to pay ahead and help with overall interest. Freedom would put the funds in an unapplied hold until it totaled to the amount due for that month, and then apply the payment to my account. The problem is in XX/XX/XXXX, XXXX was applied in total payments, but a late fee of XXXX was applied on XX/XX/XXXX, even when {$1500.00} was paid in addition to the overpayment we had on the account. We always paid this way from the beginning. I immediately called Freedom when I got the credit alert from XXXX XXXX and they did a payment investigation. They adjusted my account and added the unapplied payment amount of XXXX on XX/XX/XXXX, and was also supposed to credit my XXXX past due fee and correct my past due history, which they never updated. On XXXX/XXXX/XXXX, I disputed the history with XXXX XXXX, which was corrected on my reports on XX/XX/XXXX for XXXX and XXXX, but the fees were never adjusted back with XXXX, nor was the history updated within XXXX. In XX/XX/XXXX, XXXX reported 30 days PD as a result of an error of misapplied payment on their part and still holding XXXX in unapplied payments according to the XX/XX/XXXX statement. XX/XX/XXXX, I went through a domestic situation which resulted in me having to get an emergency protective order against my then spouse and filing for divorce. XX/XX/XXXX was a very trying time for my kids and I to leave our home temporarily, find safety, and seek assistance. When I finally had the mental capacity, I spoke to Freedom in XX/XX/XXXX, and advised them what was happing and what could I do to protect my name and credit because my score was XXXX before all of this! The rep told me that I had unapplied funds of XXXX and just needed to pay XXXX to bring the account current, so I paid XXXX on XX/XX/XXXX, and the rep applied the XXXX. When I inquired about assistance at that time, I was told that I would receive a package in the mail to apply, I NEVER received it. In XX/XX/XXXX, I called Freedom for hardship assistance and finally received the package mid-XXXX. Please note the timeline : - I faxed over my hardship letter, copy of Emergency Protective Order, and Divorce Petition on XX/XX/XXXX ( no response ) - I called and spoke to Loss Mitigation several times to confirm receipt ( advised not received ) - On XX/XX/XXXX I emailed XXXX my hardship letter, EPO, and that I had to flee the premises for protection because my then spouse was still living there since his name was on the deed. - On XX/XX/XXXX, I spoke to loss mitigation and they needed me to complete a hardship package that they emailed me the same day to determine which program I may apply for. I was hoping to get some sort of forbearance or temporary suspension or even a reduction on the mortgage. - On XX/XX/XXXX, I obtained a realtor and put the house on the market to sell - On XX/XX/XXXX, I completed the paperwork for loss mitigation AGAIN and emailed back along with my paystubs, hardship letter to prove that my income has significantly changed due to my separation from spouse, and I also had to prove additional expenses because I now have XXXX minor kids to take care of myself. - Again, I waited until my realtor then applied for a short sale to bring the price down ( mind you, nothing from hardship ) - XX/XX/XXXX, I emailed XXXX the short-sale request form, XXXX, XXXX Taxes, paystubs again, bank statements, etc for hardship due to decreased income from then spouse, and additional child to take care of. These papers were emailed, faxed, and mailed several different times by both my realtor and I. They even sent me outdated papers, which cause me to redo and resubmit. - Now we are in XXXX, the assigned person to my case, we could never get ahold of to speak to. I was finally, advised that since my spouse is not on the loan, I didn't qualify for any programs to help with the mortgage while it was being sold. I advised them that they considered and took his income information when I applied for the loan, showing I had over XXXX of gross income in the household, but that fact that I am down to 1 income of around XXXX with XXXX kids doesn't qualify as a hardship??? Not to mention, he was squatting in the house until XX/XX/XXXX because VA law doesn't allow me to have him removed, I had to legally evict him! - My realtor followed up every week with Freedom Mortgage to be advised of no updates. - on XX/XX/XXXX, I get an offer on the house to close on XX/XX/XXXX, paperwork signed and submitted immediately - On XX/XX/XXXX, my realtor files a complaint with HUD, obligation for this case # XXXX because we want to get the loan satisfied, and it was 45 days at that time since the buyers submitted their offer. - On XX/XX/XXXX, I get an email from my realtor advising the buyer is getting impatient because Freedom hasn't provided a clear to close. - On XX/XX/XXXX, Freedom Mortgage sends an approval letter to close ( 3 months after an offer was made, and a month and a half after the original close date ) - On XX/XX/XXXX, I get a notice of extended closure to XX/XX/XXXX. Due to the amount of unreasonable time it took dealing with Freedom Mortgage, my offer turned into a pre-foreclosure situation, which it wasn't initially. I am not able to currently buy a home without putting 20+ % down which I can't do on a decent house as a single mom. Not to mention the impact of 10 months delinquency showing for Freedom Mortgage incorrect reporting and unfair hardship and closing practices being the only negative item on my credit. The inconsistency amongst the 3 CBRs with this company is heartbreaking. Additionally, during this period, I had to come out of pocket to upkeep the house, keep the utilities on, the yard is done for HOA, pay HOA, and Freedom did not offer any assistance to even help with relocation, waive fees NOTHING. They just made sure they got their money and did nothing to help their customer. This was the absolute WORST experience I have ever had in my life with a creditor because I had to focus on the safety of my kids and leave an XXXX environment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have signed up for Freedom Mortgage 's " Eagle Eye '' program which is supposed to help lower interest rates as possible for existing customers. I've spent a lot of time on the phone attempting to talk to representatives, filed the requested form on their website but have never heard back. I simply need to know if this program is applicable to our situation or whether we should be looking for another mortgage company to refinance. I haven't had any problems paying our bill with Freedom and would prefer to stick with them if possible. The lack of communication though is very frustrating!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97321
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I was in the process of refinancing my mortgage with my current mortgage holder, Freedom Mortgage Company. My wife is in the United States on an XXXX XXXX. Freedom Mortgage Company has a discriminatory policy against non-US citizens and will not refinance my mortgage to a cheaper interest rate because my wife 's Visa expires within 3 years. The XXXX Visa is a three year term and almost all Visa 's are for 3 year terms. We currently have our mortgage with Freedom Mortgage Company, never missed a payment and currently make more money and less debt than we did three years ago when we purchased the home. At the time of the home purchase my wife 's Visa was set to expire in 2 years, therefore we did not meet the discriminatory 3 year requirement at that time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020, I made a mortgage payment in the amount of {$900.00} to Freedom Mortgage through my bank 's online bill pay feature. Unfortunately, there was a typo when I entered my account number on the online bill pay and Freedom Mortgage indicates that they didn't receive the payment ; however, the bank documents indicate that they did. I have contacted Freedom Mortgage more times than I can count to try and locate where this {$900.00} went and have it returned or applied to my account. I've provided a copy of my bank statement to Freedom Mortgage demonstrating proof of payment including a tracing number. They keep requesting a submit a new investigation with the same information. I'd love for this issue to be resolved and I'd be grateful for any help and advice you can provide.
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: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: So me and my father have a loan on our house with Freedom Mortgage. my father filed bankruptcy in XXXX and it was put in bankruptcy to retain the property. so I filed bankruptcy in XXXX and retained the property. ever since then freedom mortgage was not applying our payments to our house loan They were saying that we were behind on payments since XX/XX/XXXX I had called them numerous times to figure what was going on with our account since it was stated from them we were delinquent on our mortgage and that we were sending partial payments. we were not we were sending the payments that we were supposed to pay according to our statements. they have always added late fees and broke up our payments when I have checked our account on website. every time it was stated different amounts that we owe. which I had spoke to a supervisor after trying to talk with a customer representative that each one never knew what was going on with my account everybody had a different story. the supervisor had told me to send all proof that payments were made and she would look into it, there response was we are investigating it and that was last year.we have never been able to clear this problem up and it is still continuing to state we are delinquent and we are not. I am so stressed out from them not fixing there problem with my account and throwing the blame my way they say they have been trying to contact me and they have not they are lying they have all phone numbers and my email. so as of yesterday I receive a letter from them that this account is still behind and it was stuck in my door with not return address and hand written. they have not tried to fix this problem in any shape or form. I need some assistance with them I think they are trying to get more money and trying to foreclose when I don't think I'm in the wrong there not treating me fair.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85743
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I experienced a loss of income due to job loss XX/XX/XXXX. Consequently I paid my Morgage payments late from XX/XX/XXXX to XX/XX/XXXX. The Morgage company has reported the payments as late and my credit score has decreased. Now I cant get access to additional credit tools to better my financial situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90808
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A