Date Received: 2020-08-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Consumer Financial Protection Bureau Consumer Complaint Date XX/XX/XXXX Re : Consumer Complaint against Freedom Mortgage Mortgage Loan # XXXX XXXX XXXX XXXX Property ; XXXX XXXX XXXX XXXX, XXXX, CA XXXX Attn : Consumer Financial Protection Bureau. To whom it may concern, I, XXXX XXXX XXXX, am filing a complaint against Mortgage Servicer, Freedom Mortgage for several reasons that include false credit reporting placing my livelihood and home in jeopardy, and mismanagement of the loan associated with my primary residence XXXX XXXX XXXX XXXX, XXXX, Ca. XXXX. Background, I purchased my home in XXXX and had an FHA mortgage through XXXX XXXX. XXXX XXXX transferred the loan to Freedom Mortgage in XX/XX/XXXX. Unfortunately, it was the same month I had to file for Chapter XXXX bankruptcy due to medical ills and loss of income. The problem with Freedom Mortgage began in XX/XX/XXXX when the denied me access to my account online and refused to speak with me regarding my loan stating they could not due to the bankruptcy unless my bankruptcy attorney sent them a letter indicating that it was appropriate to continue to speak with me and allow me access to my mortgage. Although, Freedom Mortgage did not accept the attorneys request and did not allow access. Moreover, in XX/XX/XXXX ( see Exhibit A ) Freedom Mortgage filed a petition to include the hoe in bankruptcy because of arrears. However, they could not provide documentation to the trustee and in fact, the petition Freedom Mortgage filed showed a surplus of funds in escrow. The Trustee denied their request, and the property was exempted from the Chapter XXXX filing. Again, in XX/XX/XXXX ( see Exhibit B ), Freedom Mortgage filed a past due amount of {$650.00} stating fees associated with the bankruptcy. However, there were no arrears noted in the petition. Additionally, Freedom Mortgage discontinued reporting my loan to the credit bureaus and began sending erroneous statements indicating unrecognizable amounts owed. Regardless, I continued to pay my monthly mortgage payments. Fast forward to XX/XX/XXXX, and I was able to pay off my Chapter XXXX creditors and was successfully discharged. I called Freedom Mortgage in XX/XX/XXXX to ask them to allow me access to my online banking as well as begin showing property monthly statements. At which, time they said that I was behind by {$8800.00}. I went ahead and sent a check just so I would be up to date until I could resolve the discrepancy. However, after thirty days went by and the check wasnt cashed, I called Freedom Mortgage again and they stated they never received the check. Therefore, I sent {$10000.00} XXXX XXXX. However, after repeatedly asking them for proof of arrears with no response, I sent a letter in XX/XX/XXXX, showing my payment history with supporting bank statements. I received a reply from Freedom Mortgage on XX/XX/XXXX ( see Exhibit C, ) indicating that they received my letter and would respond within 30 days. They never did respond. However, they did begin reporting to XXXX credit Bureau showing 180 days late. This devastated my credit score, even as I was beginning to recover from the bankruptcy. At any rate, I contained to contact them and to no avail. They sent me two accounting reconciliation reports that show payments reflect against arrears but the statement to not support my payment history. For instance, they show a XX/XX/XXXX payment was applied to a XX/XX/XXXX bill, yet there should be no arrears in XXXX. Finally, in XXXX I phoned again, asking why my statements continue to reflect late payments, and rather than addressing my call, they sent me a demand letter on XX/XX/XXXX. I have spent months trying to resolve this with Freedom Mortgage and yet their behavior and negligence is egregious. My credit score is ruined, and now they want to foreclose on my home. I appreciate your assistance with this matter and welcome a letter from you to Freedom Mortgage asking for their compliance with these requests and to resolve this matter. The most egregious is the fact that they have inappropriately reported false information to credit bureaus damaging my credit just as I was successfully discharged from Chapter XXXX bankruptcy. Sincerely, XXXX XXXX XXXX Addendum Exhibit A, B and C Letter to Freedom Mortgage stating I was filing a complaint with the Consumer Financial Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2020-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage acquired my VA mortgage in late XX/XX/XXXX. I entered the new payment information into my bank 's XXXX XXXX services and the payment was sent on XX/XX/XXXX. On XX/XX/XXXX I received a letter from Freedom stating that my payment had not been received, and showing that 2 payments were due in XXXX. I contacted my bank who verified that the money had gone out on XXXX. On XX/XX/XXXX, I spoke with XXXX XXXX and my bank. on XXXX, I called Freedom Mortgage customer care and set up a 3-way conference with the bank, XXXX XXXX and Freedom for XX/XX/XXXX. XXXX XXXX spoke with XXXX at Freedom and gave verification that both the XXXX and XXXX payments had been sent. XXXX XXXX faxed the information to Freedom. My XXXX payment had been sent on XX/XX/XXXX. On XX/XX/XXXX, a 3rd fax was sent to XXXX at Freedom customer care with the routing numbers for the 2 payments. On XX/XX/XXXX, I received a letter from Freedom stating they would review and send a written response following the review, by XX/XX/XXXX. On XX/XX/XXXX, I received a letter stating that the XXXX payment was received and credited to my loan. I decided to use Freedom Mortgage 's on-line payment services and set up a payment for XXXX. To my dismay, it went through for a TWO month payment amount. I was able to have the bank rescind the payment. I did call Freedom 's help line and made the XXXX payment only on their website. Freedom still was saying that I am one payment in arrears. I have been sending my monthly payments with my bank checks for the last 5 months. On XX/XX/XXXX, I again emailed a letter and support documents to Freedom. There has been no response except with their monthly payment statements showing they want 2 payments to bring me current. TO THIS DATE, I have had a total of 30 contacts with my bank, Freedom Mortgage, XXXXXXXX XXXX services, and with no satisfaction. I have a written record of all contacts, emails and faxes with corroborating bank statements and I have written and given all information to my US Congressman XXXX XXXX ' office asking for their help. And now I am filing this request as well. I am a senior citizen and a widow. My husband served in the XXXX XXXX XXXX. This problem has caused me great XXXX and worry. It has also hurt my FICO score horribly! I feel that Freedom Mortgage has shown both ineptitude and/or fraud in their accounting department, and a great lack of " customer care '' with their Customer Care '' services. I want to be totally exonerated from the allegation that I am in arrears because it is not true!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93277
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Starting in XXXX of this year, I made repeated attempts to communicate my concerns with someone, anyone at Freedom Mortgage. I have not been contacted I have been ignored. I contacted my agent XXXX XXXX, by email, voice mail and messages left with customer service agents. And his supervisor XXXX XXXX again by email, voice mail and several messages left with customer service agents. When I asked to speak to a supervisor, I was put on hold until I had to gave up after 56 min. When, my sales agent XXXX XXXX was selling me he was very attentive. After, Mr XXXX, succeeded, in misleading me to refinancing with Freedom Mortgage. He has not returned any of my calls or messages, since he closed the deal. I'm not sure what the fiduciary responsibilities of a mortgage company are but I'm sure there must be some regulations, about responding to a customer. How long can they successfully avoid a loyal, paying customer? To date I have been ignored. No one has returned any of my phone calls, emails, text and several messages to Freedom Mortgages automated message center. I left messages with customer Service agents, and the automated message center. I received, automated acknowledgement emails that my messages were received and that they would respond to me. The messages did not say who or when. I have not been contacted I have been ignored I believe l may have been targeted as an older customer and promised misleading statements until I thought I was getting what I asked for. It appears to me that Freedom Mortgage had only one concern and that was closing the deal and booking the contract.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60175
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Payment is showing 30 days late, however, the payment for XX/XX/2020 was included within the loan payoff submitted/wired by the XXXX XXXX XXXX on XX/XX/2020. I have included the settlement statement within the attachments. The overall account has been paid off as of XX/XX/2020 and needs to be reflected accordingly. Being that the closing took place on the evening of XX/XX/2020 ( Friday ), the title company was not able to wire the funds until the following business day which happened to be a Monday ( XX/XX/2020 ). This was completely out of my control. Furthermore, the decision to sale the property was due to financial impacts of COVID-19 which was also the reasoning behind including the XXXX payment within the overall payoff as I was unable to make the payment by the payment due date.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60616
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I closed on my refinance XX/XX/2020 the notary came to my home I signed all legal documents for closing and the documents are notarized. For the following two weeks the mortgage company called me to schedule a closing which I informed the company each time I already closed on XX/XX/2020.Lack of communication between the departments within the mortgage company. Also I was to receive a refund of {$300.00} no later than XX/XX/2020 from the mortgage company which I did not receive so I called the mortgage company on XX/XX/2020 inquiring about my {$300.00} and at that time I was informed the mortgage company made errors and information on my file was vague incorrect blank. Once again not my fault. The mortgage company gave the ok to the notary to come to my home and close the deal.Now at this point it worsened the nightmare I already been experiencing with the company. From XX/XX/2020 till XX/XX/2020 I called to discuss the issue the company was having I have gotten zero answers and the problem is still lingering like a bad headache. I left messages no one called back. I did everything I was suppose to do and quite frankly someone at the mortgage company needs to take accountability for the errors, lack of communication, unprofessionalism, waste of my time, and ultimately a living nightmare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
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: Due to an annual escrow analysis, it was determined that my escrow was falling behind Freedom Morgage 's minimum required buffer amount of {$600.00}. They notified me in XXXX ( during a pandemic and nationwide shut down ) via letter that I could pay in full, or, the balance owed would be added to my monthly payment. I reached out to them via email, phone and their website with no return engagements from any avenue. Proof of those attempts can be provided. My payment is on autopay via electronic check from my bank and I have paid an extra {$100.00} per month for years. They received my payment of {$1500.00} ( my required payment was {$1400.00} ) on XX/XX/XXXX. On XX/XX/XXXX, they added the additional amount to my total due to account for the escrow imbalance for a total due on XX/XX/XXXX of {$1600.00}, leaving a balance on my XXXX payment of {$39.00}. I caught it, added that to my XX/XX/XXXX payment and submitted the payment early. The funds were taken from my account on XX/XX/XXXX. Proof can be provided of that. They chose not to apply my payment of {$1500.00} on XX/XX/XXXX as well as my payment for the remaining {$39.00} received on XX/XX/XXXX until XX/XX/XXXX despite receiving it days/weeks earlier. Two weeks after applying my paymentsfor XXXX and XXXX on XX/XX/XXXX, they submitted a report to the credit bureaus that I was more than 30 days late for my XX/XX/XXXX payment and listed it as being the full amount late ( {$1600.00} ) Despite my providing Freedom Morgage proof that they received payment on XX/XX/XXXX and their claiming in a letter to me that funds are applied as they are received ( the XX/XX/XXXX funds were NOT applied when received ) they have refused to correct the error on my credit report. The result of their actions was a drop in over 100 points to my credit score based on a presumed {$39.00} shortfall. That money was received PRIOR to XX/XX/XXXX. It is my opinion this could be an intentional act on their part to drive up my interest rate for a refinance. They were aware that I was trying to refinance with them and had been working with them since XXXX on that. But even if I give them the benefit of the doubt, they are not acting in good faith with me, who in my almost 4 year history as a customer of Freedom Mortgage has NEVER paid them, or anyone else I have an account with, late. That information can also be verified via my credit report on all three agencies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63119
Submitted Via: Web
Date Sent: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX, we were contacted by XXXX XXXX at Freedom Mortgage who informed us our VA Loan was eligible for an IRRR. We completed the paperwork to lock in everything on XX/XX/XXXX. On XX/XX/XXXX, I reached out to XXXX via email because we had received no update. We were contacted on XX/XX/XXXX to schedule our closing. It was scheduled for XX/XX/XXXX and we were told to not make the XXXX payment. The week prior to XX/XX/XXXX, we were contacted by XXXX XXXX XXXX to confirm the appointment and get our gate code. On XX/XX/XXXX, we received the appointment reminder email. On XX/XX/XXXX, the appointment time arrived and no one showed up. We contacted XXXX XXXX XXXX and were told that the notary was not coming because there had been a discrepancy in the closing disclosure and although it had been resolved, the paperwork did not arrive in time for the notary to get everything. We were told we would be contacted for it to be rescheduled. I also emailed our Loan Officer, XXXX XXXX. I was contacted that evening by a customer service person apologizing for the issue and letting me know that it would get rescheduled. We heard nothing back from anyone. On XX/XX/XXXX, I sent an email to XXXX asking about the appointment getting rescheduled. He replied 'I will get the scheduling team to call you today. I was unaware, my apologies. I will handle this now '. A couple of hours later, I received a phone call from someone asking when I was going to make our XXXX payment. To my surprise, I was told we needed to make the XXXX payment or our credit would be dinged. We didn't make the payment at the request of Freedom Mortgage and they failed to do their job. Even after escalating the issue to XXXX XXXX, we are being told we have to make the XXXX payment to avoid something being marked on our credit. And, that we have to make the payment to be able to move forward with the IRRRL. This is absolutely absurd.
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: 2020-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am a military vet. I've owned my home for 5 years and use Freedom Mortgage. I recently decided to refinance, lowering my intrest and term length. Freedom Mortgage contacted me to start this process. The initial processing went relatively smooth. People and loan officers contacted me and set everything up. I was told a mobile notary would need to come to my home to finalize the loan documents. We set up a date and time for that to happen. We selected the first date available and it was a 3 week wait. 3 weeks later, on the date and set, noone shows up. We called the mobile notary company and they said they are waiting paperwork from Freedom Mortgage. Here is where my problem started. I've called Freedom Mortgage countless times. I've explained my issues to multiple people and multiple supervisors. Noone is helping me or contactimg me back. Everytime I talk to the refinance department they tell me a Supervisor will call me back. They do not and have yet to call me back. Everytime I ask to talk to a Supervisor, I am sent back into the regular queue and have to start the process over. The actions and treatment of Freedom Mortgage 's customer service and refinance department is unethecial at best. The employees lack of knowledge and inability to take action when helping a customer is astounding. Everytime I talk to them I wait on hold for at least 60+ min and make no progress no matter who I speak to. They should be ashamed and embarrassed of their customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45039
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My daughter and son-in-law have applied for a rate reduction ( also called streamlined refinancing ) on a loan they hold with Freedom Mortgage. My wife and I are co-signers on the loan. The loan is FHA insured. As part of the process, Freedom Mortgage provided us a link to review and sign documents. One of the documents is an Occupancy Agreement. This document requires that we certify that " Borrower intends to occupy the property ... as Borrower 's primary residence. '' All four of us are listed as borrowers. As co-signers, my wife and I are not intending to occupy the property, but my daughter and son-in-law currently do occupy the property and intend to continue to so. For my wife and I to sign this document would be a false statement and would also leave my daughter and son-in-law vulnerable to the lender calling the loan or adjusting the interest rate. I brought this problem to the attention of the Loan Advisor on Thursday XXXX XX/XX/2020. Her response back to my son-in-law was " while your in laws are not required to occupy the property, we are not able to edit the document because the is how it is generated. That being said, in order to move forward we would need the documents signed as they are ... '' In other words, if you want us to continue processing this rate reduction, lie and sign the document. My son-in-law has communicate with the Loan Advisor on at least three more occasions trying to resolve the issue with no success. An excerpt of one of the emails states again " Unfortunately, that is the way the documents are generated and would need to be signed as they are in order to move forward. '' Another email stated " I understand the concerns. However if you look at the documents they also state they are preliminary. They are auto generated, and I can not make any changes. This is how all the packages go out when there is a non-occupant co-borrower. Unfortunately I dont have another solution. '' To my knowledge, this has all been done by email ( other than my original notification to the XXXXoan Advisor which was verbal ). The Loan Advisor has made no attempt to engage myself or my son-in-law by phone to resolve. Today ( XXXX XXXX ), I've made three phone calls to Freedom Mortgage to engage someone more senior in the company. The first attempt, I was on hold for 30 minutes after being referred to a supervisor with no indication of someone helping. The second call dropped five minutes after being referred to a supervisor. On the third call, I was on hold for 20 minutes before the call dropped. The agent called me back and I was on hold for over an hour waiting for a supervisor before the call dropped again. The agent sent an email for someone to call me back. I consider the conduct of this company to be extremely unethical basically suborning perjury. The company has refused to modify the documents to be truthful. The documents must all be signed within the next 30 hours for the process to continue ( even though the rate lock doesn't expire until XXXX XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98110
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-27
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My contact was put into forbearance from XX/XX/XXXX to XX/XX/XXXX. After this my account was put on a payment to paid back all the money at one time. I was told that there would be a payment paid but that wasn't true. So that my account could be into a loan modification I was told not to pay payments for 3 months. When I was approved for the loan mod I my wife was taken out of work due to illness. I was also late XXXX, XXXX and XXXX of XXXX due to the lost of one income and addiction to the family. I had received another job to supply for my family and keep on time with all of our bills but in XXXX and XXXX I was laid off of work. XXXX of XXXX I was able to land a job in my career were now I am able to supply for my family and as can be seen I haven't missed a payment since then. I am hopefully that due to hard times I would be able to get these late payments removed from my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A