Date Received: 2020-07-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our mortgage was sold by XXXX XXXX XXXX to freedom mortgage around XX/XX/2020. Ever since, my husband and I have been contacted by Freedom Mortgage on almost a daily basis. They have contacted us by phone, email and mail insisting we refinance our mortgage to get a lower interest rate. We have repeatedly explained we are not interested and yet they still keep calling. We requested to be taken off any list that requires them to contact us about it this matter. When we tell them we do not want to lower our interest rate, they become rude and pushy. They want us to explain why we are choosing to pass on their offer. They do not accept no for an answer. After speaking on the phone, theyll send us emails to sign paperwork electronically. When we do not respond to emails, they send hard copies in the mail for us to sign. Ive been tactful when speaking with the representatives and they will not stop insisting we do as they say. We are looking to take our business elsewhere because this is harassment and bad business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66109
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I started a refi process in late XXXX of XXXX. Due to the efficiencies of Freedom Mortgage, it is now XX/XX/XXXX and I get this message : I am now able to submit your loan to our underwriter today but I have two concerns that I need to bring to your attention Your credit report is due to expire this Sunday and will need to be reorder a new report prior to your loan closing. Please let me know if I have your permission to do so. The appraisal report is due to expire on XX/XX/XXXX, and the title company we are using are not accepting any additional closing before XXXX, therefore we need to order an appraisal recertification. Please let me know if you wish to move forward. The credit report can be done in a few minutes, the recertification will add a few days to our process, it depends on the appraiser. Now I will have another inquiry on my credit report because of this company 's inefficiency. This has been a time consuming process ( 4 months ) that has cost me money in interest and PMI and now - unnecessarily - on my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Started the refinance process for my existing home on XX/XX/2020 with Freedom Mortgage. Didn't hear anything from Freedom Mortgage for over a month. Then, at the beginning of XXXX, I received a call from a gentleman from XXXX XXXX title, requesting my divorce decree. He told me he would send a XXXX envelope for me to put the document in. I never received thaXXXX XXXX envelope. I then spoke with a XXXX from XXXX XXXX, who told me, 'It must have been missed '', never apologized, just sent me another envelope. So, I did on XX/XX/XXXX ( I have an email exchange between us ). On XX/XX/XXXX, I sent an email to XXXX, asking if they had received the documents. On XX/XX/XXXX, they had not received the document, so XXXX sent me another envelope to send them in. I sent it from the XXXX office on XX/XX/XXXX and emailed XXXX to let her know. On XX/XX/XXXX, XXXX showed that it was delivered, but not scanned yet. On XX/XX/XXXX, I emailed XXXX for an update, since I still hadn't gotten any confirmation. No answer. On XX/XX/XXXX, I received a " Sub Curative '' Subordination Request Form from XXXX XXXX Title. No explanation. Nothing. I had been emailing and calling XXXX to find out the status and kept being told, " We're working on it '' and then - 3 months later, they send me this Subordination Request. So, I fill out ( they had the wrong Account number, so I had to correct that ), sign it ( on XX/XX/XXXX ) and sent it off, hoping that this will be the LAST document I will need to send in because XXXX told me that the were " just waiting on XXXX XXXX '' to complete the subordination. I received this reply : " Thank you for your assistance. The signed document you sent has been received and is now uploaded to your file. At this time we are working with you lender to obtain the documents we need from them to submit the subordination to XXXX XXXX. Thank you again and have a great day! XXXX XXXX '' In early XXXX, I received a call at around XXXX XXXX ( yes, in the morning ) from an XXXX XXXX with Freedom Mortgage. When I mentioned the time, she ( sort of ) apologized but then continued on. Apparently, they now needed proof of my residency, so I sent a utility bill to her. On XX/XX/XXXX, I emailed XXXX to verify that she had received my utility bill for verification. She verified that it was " in my file ''. On XX/XX/XXXX, believing that Freedom Mortgage and XXXX XXXX had ALL the documentation they needed to finalize my refinance, I emailed XXXX again to find out the status. Her response : " Good Morning, The title company is working with XXXX XXXX on the subordination. Could you please have XXXX XXXX send me a 12 month payment history for that loan. It will avoid delays when I get you into Underwriting. Also, do you have a note or loan agreement with XXXX that you can send me? That should cover things from your side, and I will keep you posted on the subordination and title. Thank you for choosing Freedom Mortgage. Best Regards, XXXX XXXX Loan Processor '' So, ONCE AGAIN I downloaded and sent all 12 months of my loan statements from XXXX XXXX to XXXX, to help speed up the process. Here is XXXX 's response : " I am sorry to have to ask for the items and am trying to avoid further delay. You do not need the XXXX agreement seeing how it was there when the home was purchased. I do however need those statements to avoid delay when you get into Underwriting. I am sorry for the time it is taking. Subordinations are backed up with most financial institutions as government buildings had been closed for some time, people were not in their offices and able to complete items needed. I can tell you it is being worked on. '' On XX/XX/2020 I sent another email to XXXX, asking what was taking so long and did she have any updates for me. She didn't bother to respond to me - human to human. She just sent me a demand for ANOTHER Subordination request. I had sent this form in a month ago - and now they are threatening to NOT give me the refinance if I don't sign and send in this form? It's now been 4 months since I started this process. There has been a complete disregard for giving me information in a timely manner or if I ask for it. A lack of consistency and an obvious negligence in a professional manner and way of doing business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97236
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I refinanced my house with Freedom Mortgage last year and the refinancing was closed in XXXX, 2019. There was a 2nd on my house with XXXX, and they were supposed to record to keep Freedom to be the first. They haven't recorded the subordination agreement so XXXX is the 1st lien holder now. Due to XXXX is being a first lender, it's holding my refinance process. I've reached out Freedom Mortgage numerous times by phone calls and emails and I even reached out the company who was responsible for closing of my loan at the time to obtain a copy of recorded subordination but they kept sending me unrecord sub evidencing that that was the recorded doc and they closed the case. I had to reopen the case 3 times. I even contacted the loan officer who work on my refi. None of them provided or contacted me with any updates until now. I have been calling them once a week since XXXX. I have decided to elevate this issue to you. Please see the attached emails that I communicated with the Freedom Mortgage, closing company and the loan officer. You can reqeust the phone calls from Freedom as they are required to record the conversation. My case was open in early XXXX. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91214
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX of XXXX, we started a refinance process with Freedom Mortgage. We currently have an FHA mortgage with this company. They contacted me because they said they could reduce our rates with a streamline loan and decrease our monthly payments. To date, we have not closed this refi. Every month it gets extended because of mistakes that they are making. Every month we are assured that it will close and are told not to make our payment. Then, toward the end of the month they insist I pay that months payment ( including a late fee ), and then the process starts over because they have to recalculate all of the paperwork based on the new numbers. We are beyond frustrated and don't know who to turn to. We have been passed along to dozens of representatives from multiple departments within the Freedom mortgage corporation, none of which seem to be able to move this along, and all of which have failed to keep their promises.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95662
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I owe them XXXX, I have called the entire month of XX/XX/XXXX, I was lied too about a refi option and then I was lied to again after a rep told me this amount was out on a lien against the house to be paid back when i sell or refi and that was a lie. I can not get a single rep to help me with my issue. I just want to get current with my loan so I can get rid of this company
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage bought my loan from XXXX on XX/XX/XXXX. XXXX informed us in XXXX, but we heard nothing from Freedom until our payment was almost due and then only after making a number of calls. Since then, weve had nothing but trouble. Bills are late, not sent, or doubled. ( We have yet to receive the XX/XX/XXXX bill ) Payments made but not applied. The monthly rate has gone up despite our years of payments. Despite numerous tries, ( correctly executed on our part ) their online site wont accept our account number ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ) and in calling by phone ( XX/XX/XXXX ), we were left holding for 14 minutes and then sent to an empty extension. I will sell the house rather than continue with these unprofessional charlatans, but in the meantime, please note this complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11701
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My wife and I have been trying to refinance our FHA since XXXX of 2020, during the course of the last several months we have been passed along to various members of the Freedom Mortgage staff, many of whom have provided conflicting or erroneous information. We have previously filed a complaint with the New York State Department of Financial Services. We have reason to believe that we are being discriminated against. Each time we speak with a representative from Freedom, we are told that we will need a larger amount of money to close the loan, upwards of {$10000.00} when we were originally told that we would likely only pay taxes if the loan date was extended. We have requested on several occasions to speak to management, but the staff refuses to allow us to speak to management. Over the course of the last two days ( two and a half months into the loan process ), we were told that our application had to be re-started and that it would take another several weeks to do so. This information came from the " Operations '' department, once we reached back out to the Customer Service Department, we were told that they did not know why the loan had proceeded so far because it was incomplete. Customer Service told us via email that they would " cover all costs '' asssumingly due to the bad experience we've had ; however, this morning we received in the mail, closing documents with a return envelopment. I immediately emailed customer service and copied in the operations contact and asked about the closing documents, but no one responded. I then followed up with a late day phone call and was told that they weren't sure who sent the documents and why they were sent. I requested to speak to management to escalate the issue but was told that there was " no one available. '' I requested the email and contact details of the CEO. The Freedom Mortgage representative became irate and refused to provide me with the contact details until I assisted again. Right now we have a full closing packet with no explanation of whether or not they are valid or if they relate to the old loan or the new loan they said they needed to start. We are very nervous and afraid that we have no one to talk to. The reason we decided to refinance is because our taxes have increased and the mortgage is not unmanageable. Also, we had originally requested to take a HELOC, but Freedom Mortgage told us that they did not have the staff to handle the application and advised us to go with a refinance, which we obviously did. On numerous occasions we have received late night emails stating that staff working on our loan had left the office and were unable to work on our loan due to personal matters and sickness. Most recently, we were told someone left the office with a XXXX XXXX and on another occasion were told that a family member was dealing with XXXX XXXX XXXX. We have received several empty promises. There appears to be no escalation process at Freedom Mortgage. The staff at Freedom Mortgage has been very inconsiderate and unapologetic. My wife and I are very concerned at this point. We do not know the status of our loan and we fear that we will be retaliated against for making several complaints. We vocalized our frustrated over the phone and asked that our complaints be logged. We need help from the CFPB and guidance around where we can go. At this point we no longer feel comfortable conducting business with Freedom Mortgage. We are desperately seeking help and guidance from the CFPB as we understand Freedom Mortgage has faced discrimination claims in the passed and has also recently settled a claim of discrimination around their practices.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 107XX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: VA mortgage loan was put in forebearance on XX/XX/XXXXXXXX under the CARES Act. Received letter in XXXX that payment was late, contacted Freedom Mortgage and was told it was an error and that it would not be reported to credit agencies as late, but " paid as agreed ''. On XXXX XXXX, XXXX, I checked my credit reports due to the alert received about lowered credit score and Freedom Mortgage reported as late payment to all three credit reporting agencies dropping my credit score by 80 points. This is clear violation of CARES Act. I called mortgage company and was told they made a mistake and they would start a credit investigation on it. This however, will not make my credit score as high as it was before the mistake was made. They also reported late payment in XX/XX/XXXX, in error.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for refinance with my current lender Freedom mortgage. I left voice mails in XX/XX/2019 for refinance option without any response. I did another time, but still no response. I finally reach out again around XX/XX/XXXX, I finally got a nice gentleman helped me with refinance application. We submitted all documents almost immediately. A few days went by, I didn't hear anything. I reached out to the gentleman helped me, and was told we had a new loan processor. I emailed multiple time and left multiple voicemails to the new loan processor and had no reply at all. I called refinance department and was place on hold for 35 mins, I finally hung up. I called again on XX/XX/XXXX was and told we got a new loan processor, i left her a voicemail, and got no reply again. I called her again and had no answer. I called the customer service and was told to hold for refinance department. I was on hold for another 45 mins and no one answered. It's been a long and frustrating process with no response at all. I believe it's my legal right to request a copy of my appraisal report at least.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94063
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A